Strategic Customer Success Manager

About the Role

What You Own

• Client Outcomes & Health Monitoring — Maintain quantified health scores per account covering usage, support tickets, sentiment, ROI, and adoption. Identify risk before the client raises it.
• QBR Delivery — Run outcome-focused Quarterly Business Reviews. These are ROI reviews and adoption gap analyses, not status updates. Show clients the business impact of their channel programs.
• Retention & Expansion — Own renewal outcomes (not contract negotiation). Identify expansion opportunities and partner with sales on growth.
• Escalation Communication — Single voice to the client during quality issues, outages, or delivery concerns. Coordinate internally, communicate externally with clarity and confidence.
• Cross-Functional Coordination — Work daily with Field Product Managers (specs, requirements) and Forward Deployed Engineers (integrations, data mapping). Translate client needs into actionable product input.
• Client Advocacy & Product Feedback Loop — Represent the client's voice in roadmap discussions. Surface patterns across accounts that inform platform investment.

What You Do NOT Own

• Technical specifications — Owned by the Field Product Manager
• Data mapping or integration work — Owned by the Forward Deployed Engineer
• Sprint planning or delivery commitments — Owned by the Director of Tech Solutions Lab
• Fixing defects — Owned by Engineering. Your job is to ensure the client feels heard, informed, and confident the issue is being addressed.

Qualifications

Required

• 5+ years in Customer Success, Account Management, or Client Services in B2B SaaS or enterprise technology
• Experience managing a portfolio of enterprise accounts ($100K+ ARR each)
• Track record of retention and expansion in complex, multi-stakeholder environments
• Strong analytical skills — comfort with health scoring frameworks, data-driven QBRs, and usage analytics (Logrocket, etc)
• Exceptional communication skills — ability to serve as the single voice to a client during escalations
• Experience working cross-functionally with Product, Engineering, and Sales teams
• Demonstrated experience using AI tools to synthesize insights or automate reporting workflows — beyond basic chatbot or prompt usage.

Preferred

• Experience in channel marketing, incentive management, or partner enablement platforms
• Background in companies transitioning from services-heavy to product-led models
• Familiarity with health scoring tools (Gainsight, ChurnZero, or similar)
• Experience building CS processes from the ground up (this is a greenfield function)