Strategic Customer Success Manager
Owns strategic enterprise customer relationships through onboarding, adoption, renewal, and expansion. The role requires 7+ years of SaaS/B2B customer-facing experience, executive relationship management, measurable retention and upsell results, and CRM proficiency.
About the job
Responsibilities
- Manage a focused portfolio of enterprise and high-ARR accounts across onboarding, adoption, renewal, and expansion.
- Build and maintain executive-level relationships, acting as a trusted advisor and aligning products to customer goals.
- Develop and execute tailored success plans that drive product adoption, platform depth, and retention.
- Identify and close upsell and cross-sell opportunities in partnership with Sales.
- Onboard strategic, high-ARR customers and help them realize product value.
- Represent customer needs internally and deliver consolidated feedback to Product Managers.
- Mentor junior Customer Success Managers and share best practices.
Requirements
- 7+ years of SaaS/B2B customer success, account management, or sales experience managing complex or high-value accounts.
- Experience managing enterprise relationships and navigating multi-stakeholder organizations at the executive level.
- Demonstrated success driving retention, expansion, and upsell with measurable outcomes.
- Strong proficiency with CRM software; Salesforce or HubSpot preferred.
- Proficiency with Microsoft Office, including Outlook, Excel, Word, and PowerPoint.
- Ability to quickly learn and confidently demo technical SaaS products and engage technical resources when needed.
- Strong organization, accountability, goal orientation, and prioritization skills.
Nice to Have
- Experience with IT management, endpoint management, or device management software, including MDM and deployment tools.
- Familiarity with PDQ products such as Deploy, Inventory, Connect, SimpleMDM, or SmartDeploy, or similar IT operations tooling.
- Experience in a private-equity-backed or high-growth SaaS environment.
- Bachelor's degree in Business or a related field.
Compensation and Benefits
- Four-day work week.
- Equity participation.
- Professional development support.
- 100% premium coverage for medical, dental, and vision insurance for employees and dependents.
- 100% premium coverage for short-term disability, long-term disability, life, and AD&D insurance.
- Company match on the first 6% of employee deferrals.
- Flexible paid time off.
- Health Savings Account and wellness incentives.
- Quarterly company values award.
Skills
SaaS, Customer Success, Account Management, Salesforce, HubSpot, Microsoft Office, Outlook, Excel, Word, PowerPoint, Endpoint Management, Mobile Device Management, CRM
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