Customer Success Manager - Strategic Support

Responsibilities

• Support post-sales activity for strategic enterprise customers through product-informed touchpoints, prioritization, project management, and relationship building.
• Partner with Strategic Account Managers to manage account health, drive product adoption, deliver executive business reviews, and maximize retention and expansion.
• Collaborate cross-functionally to mitigate churn and identify expansion opportunities.
• Develop customer knowledge and support discussions about direct mail results, innovation, experimentation, and ROI.
• Create and execute playbooks and end-to-end programs that deepen engagement, encourage iterative testing, and drive adoption, retention, or expansion.
• Gather customer feedback and partner with Product, Engineering, Fulfillment, Revenue, and Finance teams to improve the customer experience.
• Bridge technical teams and business stakeholders, including Marketing, Operations, and executive leaders.
• Iterate customer engagement programs, improve processes, and represent the voice of the customer.

Requirements

• 3–5 years of enterprise SaaS customer success experience.
• Ability to discuss API workflows, integrations, and technical platform data.
• Experience communicating with, presenting to, and influencing executive and C-level stakeholders.
• Experience implementing programmatic solutions and automation.
• Strong prioritization, problem-solving, numeracy, listening, negotiation, presentation, verbal, and written communication skills.
• Data-driven approach to customer engagement and retention.
• Familiarity with Salesforce.
• Demonstrated achievement of personal and team goals.

Nice-to-haves

• Direct mail experience.
• Lifecycle marketing or marketing automation software experience.
• Experience driving engagement and product adoption through scaled programs.

Compensation

• Annual base salary: $80,000–$87,500.
• Variable compensation: $10,000–$15,000.
• Equity and benefits are also included.