Sr. Strategic Customer Success Manager, Big Tech/AI

Responsibilities

Customer Partnership & Advocacy

• Build trusted relationships with executives and operational stakeholders across customer organizations.
• Act as the customer’s advocate internally, ensuring their needs influence product, support, and go-to-market priorities.
• Position our solutions as enablers of the customer’s most strategic business initiatives.

Strategic Success & Value Planning

• Lead joint success planning to align customer goals with solution capabilities.
• Partner with Solution Consultants to interpret adoption signals and connect them to measurable business outcomes.
• Provide Account Executives with health insights that inform renewal and expansion strategies.

Customer Engagement Leadership

• Lead executive business reviews (EBRs) with data-driven updates on ROI, outcomes, and roadmap alignment.
• Facilitate model governance sessions to ensure transparency, compliance, and confidence in solution performance.
• Run cross-line-of-business and global alignment programs to unify strategy and execution across customer divisions or regions.
• Support change management, benchmarking, and operational excellence programs that help customers scale solutions across the enterprise.
• Promote advocacy by identifying opportunities for customers to serve as references, case studies, or industry champions.

Customer Health & Retention

• Own the holistic view of account health, combining adoption, engagement, and satisfaction data.
• Identify risks early and orchestrate internal resources to mitigate churn.
• Provide structured reporting and health insights to customers and internal stakeholders.

Operational Excellence & Escalations

• Ensure customers receive timely support and guidance across all engagements.
• Take ownership of managing and resolving critical escalations with urgency and transparency.
• Partner with internal stakeholders to remove friction and ensure seamless customer experiences.

Leadership & Mentorship

• Lead complex customer programs and set the standard for strategic enterprise engagement.
• Channel customer feedback into product innovation and roadmap direction.
• Mentor junior teammates, fostering a culture of learning and growth.

Success Metrics

• Deliver clear, actionable account health views combining adoption, engagement, and satisfaction.
• Be seen as a strategic advisor and executive partner, deepening trust from operational users to C-suite.
• Lead impactful executive business reviews, governance forums, and cross-organizational programs.
• Improve Net Dollar Retention (NDR) and Customer Lifetime Value (CLV) across portfolio.
• Identify and mitigate churn risk early for stronger retention.
• Drive customer advocacy through references, case studies, and advisory boards.
• Resolve escalations quickly and transparently.
• Mentor junior teammates to raise team capability.