# Sr. Strategic Customer Success Manager, Big Tech/AI

**Company:** [Socure](https://hotfix.jobs/companies/socure)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $140k – $165k/yr
**Experience:** 5+ years
**Skills:** Customer Success, Strategic Account Management, Executive Business Reviews, Churn Prevention, ROI Analysis, Cross-Functional Collaboration, Enterprise Software, Customer Advocacy, Mentorship, Data-Driven Decision Making
**Posted:** 2026-05-19

> Lead strategic customer success for high-value Big Tech/AI enterprise accounts, driving adoption, retention, and growth through executive alignment and success planning. Act as trusted advisor bridging Sales, Solutions, and customers.

## Job Description

## 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.

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