Strategic Customer Success Manager

The role

You will own a book of business in the $2–$3M ARR range for large, complex customer relationships. You will drive product adoption, manage C-suite relationships, and execute strategic account plans to ensure revenue retention and expansion.

What you will do

• Own a portfolio of strategic accounts totaling ~$2–$3M in ARR.
• Carry gross revenue retention (GRR) and net revenue retention (NRR) numbers.
• Drive deep adoption of the Miter platform across payroll, HR, and finance workflows.
• Identify, qualify, and advance Customer Success Qualified Leads (CSQLs).
• Establish and deepen trusted-advisor relationships with C-suite and senior executive stakeholders.
• Build and maintain account plans including stakeholder maps and success metrics.
• Serve as the point of accountability for escalation management.
• Partner with Launch, Sales, Solutions Engineering, Support, Product, and Engineering.
• Contribute to playbooks, process improvements, and team best practices.

Required qualifications

• 6+ years in customer success, account management, consulting, or a fast-growing services/ops role.
• Demonstrated ownership of an Enterprise book of business with a track record of strong GRR, NRR, and expansion against quota.
• Experience building relationships with and presenting to C-suite and senior executive stakeholders.
• Experience with payroll, accounting, tax, HCM, ERP, or other financial/operational products.
• Strong account-planning and project-management skills.
• Comfort working with data (Excel/Sheets) to diagnose health and quantify value.
• Ability to understand integrations, APIs, and technical documentation.
• Ability to handle escalated account situations and drive them to resolution.
• Highly organized, detail-driven, and adaptable.

Nice to have

• HCM, ERP, and/or construction industry exposure

Benefits

• Competitive salary, commission, and equity packages.
• Comprehensive medical, dental, FSA, and vision plans.
• 401(k) Retirement Plan with company-matched contributions.
• Flexible PTO.
• 16-week paid parental leave for all parents.
• Annual educational allowance for professional development.
• Snacks, coffee, lunch, and commuter benefits for in-office employees.
• Company-wide and team-specific off-sites per year.

About the company

Miter is a vertical software company using AI and embedded payments to rebuild core HR, finance, and operations systems for construction contractors. The company has grown to thousands of customers and tens of millions in ARR since launching in 2021.