Strategic Customer Success Manager – Remote

Strategic Customer Partnership & Value Realization

• Serve as the primary Customer Success partner for a portfolio of high-value and strategically important customers.
• Build trusted relationships across complex customer organizations, including senior and executive stakeholders as appropriate.
• Develop a deep understanding of customer business objectives, priorities, success measures, and evolving needs.
• Translate customer goals into clear success plans and measurable outcomes supported by Agiloft.
• Conduct strategic customer engagements and Business Reviews to assess progress, demonstrate value, and align on priorities.
• Act as a trusted advisor by recommending approaches that help customers maximize the value of Agiloft.

Product Expertise, Adoption & Customer Health

• Maintain strong product expertise and advise customers on relevant Agiloft capabilities, new functionality, and best practices.
• Conduct product demonstrations as appropriate and provide consultative guidance on technical setups and configurations within the scope of the role.
• Guide feature adoption, onboarding, and change management for key capabilities and customer initiatives.
• Monitor usage, engagement, account health, and other customer signals to identify potential risks and opportunities.
• Develop and execute strategies to improve adoption, address customer challenges, and strengthen value realization.
• Use data and customer insights to inform account strategy, recommendations, and customer conversations.

Retention, Growth & Account Strategy

• Proactively manage customer health and risk to support strong retention across the assigned portfolio.
• Partner with Account Managers on renewal and growth strategy, providing customer context, health insights, risks, and value realization information.
• Identify and qualify upsell, cross-sell, and expansion opportunities based on customer objectives, adoption, and evolving needs.
• Generate internal referrals and contribute to pipeline growth through strategic identification of customer opportunities.
• Maintain accurate account information, risks, opportunities, and customer activity within relevant systems.

Complex Engagement & Cross-Functional Collaboration

• Coordinate across Implementation, Support, Sales, Product, Engineering, partner implementers, and other internal stakeholders to advance complex customer needs and service engagements.
• Navigate competing customer priorities, dependencies, and stakeholder interests to maintain progress and alignment.
• Communicate complex customer needs, risks, and opportunities clearly across internal and external stakeholder groups.
• Represent the voice of the customer internally and contribute insights that can inform product, process, and customer experience improvements.
• Leverage AI-enabled tools to improve productivity, synthesize customer and account information, and streamline routine Customer Success workflows.
• Apply sound judgment when balancing customer needs, business objectives, available resources, and competing priorities.

• Other duties as assigned.

• 5+ years of experience in Customer Success, Account Management, Relationship Management, or a related customer-facing role within a SaaS or technology environment.
• Experience managing high-value, complex, or strategically important customer relationships.
• Experience supporting complex service engagements and working across multiple customer stakeholders, priorities, or use cases.
• Proven experience building and maintaining trusted customer relationships while driving adoption, retention, value realization, and growth.
• Strong product and technical acumen with the ability to conduct product demonstrations and provide consultative guidance on product configurations.
• Strong interpersonal and communication skills with the ability to effectively engage stakeholders at varying levels of seniority, including senior and executive stakeholders as appropriate.
• Strong critical thinking and problem-solving skills with the ability to assess complex customer needs, risks, and opportunities and determine appropriate strategies.
• Ability to use data, customer insights, and business context to inform account strategy and recommendations.
• Strong organization and prioritization skills with the ability to independently manage multiple complex customer relationships and competing objectives.
• Demonstrated ability to collaborate and influence across functions to drive customer outcomes.
• Adaptability and comfort operating in a fast-paced, remote environment.
• Experience using AI-enabled tools, automation, or other advanced systems to support productivity and day-to-day work.