# Strategic Customer Success Manager

**Company:** [Miter](https://hotfix.jobs/companies/miter)
**Location:** Remote
**Role:** Customer Success
**Salary:** $140k – $160k/yr
**Experience:** 6+ years
**Skills:** Customer Success, Account Management, enterprise retention, revenue retention, c-suite engagement, Account Planning, Project Management, hcm, ERP, payroll systems, financial operations, Data Analysis, API Integrations, technical documentation
**Posted:** 2026-07-21

> Own a book of $2-3M ARR strategic construction-tech accounts at Miter. Drive GRR/NRR, platform adoption across HR/finance/payroll, C-suite relationships, expansion pipeline, and escalations for PE-backed contractors.

## Job Description

## 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).

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