Strategic Customer Success Manager

What You’ll Own

• Book of business & retention: Own a portfolio of strategic accounts (~$2–$3M in ARR) and carry the number for both gross revenue retention (GRR) and net revenue retention (NRR), proactively forecasting and de-risking every renewal.
• Adoption & customer health: Drive deep, durable adoption of the Miter platform across payroll, HR, and finance workflows — monitoring health signals, building success plans, and intervening early to keep accounts on track to value.
• Expansion & CSQLs: Identify, qualify, and advance Customer Success Qualified Leads (CSQLs) — surfacing upsell and cross-sell opportunities and partnering with Sales to convert them into expansion revenue.
• C-suite relationships: Establish and deepen trusted-advisor relationships with executive sponsors (CEO, CFO, COO, VP of HR/Operations), running executive business reviews that tie Miter to measurable business outcomes.
• Strategic account planning: Build and maintain account plans for each customer — stakeholder maps, success metrics, value-realization roadmaps, and risk registers — and execute against them with clear milestones.
• Escalation management: Serve as the point of accountability when issues arise, coordinating cross-functional response, communicating clearly with executives, and driving escalations to resolution.
• Drive to completion: Operate with minimal oversight to push initiatives, renewals, and expansion efforts across the finish line — owning outcomes end-to-end, not just activities.
• Cross-functional partnership: Work closely with Launch, Sales, Solutions Engineering, Support, Product, and Engineering to ensure seamless handoffs, relay customer insights, and advocate for improvements that reflect customer needs and industry trends.
• Scale the function: Contribute to playbooks, process improvements, and team best practices — turning learnings into leverage as we grow the Strategic CS motion.

What You’ll Need

• 6+ years in customer success, account management, consulting, or a fast-growing services/ops role — ideally owning enterprise or strategic accounts.
• Demonstrated ownership of an Enterprise book of business with a track record of strong gross and net revenue retention and expansion against quota.
• Experience building relationships with and presenting to C-suite and senior executive stakeholders.
• Experience with payroll, accounting, tax, HCM, ERP, or other financial/operational products.
• Strong account-planning and project-management skills; able to manage multi-month initiatives and drive them to completion.
• Comfort working with data (Excel/Sheets) to diagnose health, quantify value, and build the business case for expansion.
• Ability to understand integrations, APIs, and technical documentation well enough to unblock customers.
• Consistently handle escalated account situations and drive them to resolution while keeping internal executives and client stakeholders aligned.
• Highly organized, detail-driven, and adaptable when things aren’t fully defined.
• HCM, ERP, and/or construction industry exposure (a plus).