Senior Manager, Strategic Accounts Customer Success Managers

Responsibilities

• Lead a team of 6–9 Strategic Customer Success Managers serving high-value, complex strategic accounts.
• Own career development, recruiting, retention goals, account strategy, and upsell targets for the team.
• Develop and refine playbooks that drive measurable outcomes for strategic customers.
• Use data and analytics to monitor team performance, forecast net revenue retention and gross retention, and identify opportunities within the account base.
• Advocate for strategic customers internally and act as the voice of the customer.
• Manage pipeline reviews, escalations, team meetings, Executive Business Reviews, and account planning.
• Deliver high-touch, white-glove service to large strategic accounts.
• Define and execute tailored success plans aligned with customer business objectives.
• Identify and pursue upsell and cross-sell opportunities with Sales.
• Monitor customer health, mitigate risks, and secure renewals.
• Partner with Product Development, Sales, and Marketing to communicate feedback and advocate for customer-focused improvements.
• Build strong internal and external relationships and engage senior and C-level stakeholders.

Requirements

• 5+ years of experience successfully leading high-performing Customer Success teams in B2B SaaS, preferably with strategic or enterprise customers.
• Experience leading 6–9 CSMs serving strategic clients, with each managing a book of business exceeding $4M in ARR.
• Strong understanding of growth and retention strategies in B2B environments.
• Experience with enterprise SaaS platforms using user- or seat-based licensing models preferred.
• Execution-focused leadership with emphasis on process excellence and technology, including AI.
• Ability to use data to inform decisions and translate insights into actionable improvements.
• Strong collaboration and internal partnership skills.
• Excellent communication and presentation skills, including the ability to engage C-level executives and tailor messaging to diverse audiences.
• Experience with change management and leading transformational change.
• Proven ability to build and maintain customer relationships and drive successful outcomes.
• Experience managing complex internal and external relationships.

Compensation

• Compensation details were not provided.