Strategic Customer Success Manager

The role

The Strategic Customer Success Manager oversees high-value Enterprise and Strategic customers in the US. This role involves developing strategic success plans to ensure long-term retention, expansion, and advocacy.

What you will do

• Develop and execute strategic success plans aligned with customers' key business objectives
• Build and nurture strong relationships with C-level executives, IT teams, and operational leaders
• Partner with customers to solve critical business challenges and implement best practices
• Identify expansion opportunities within accounts and collaborate with Sales to drive upsells and cross-sells
• Leverage customer usage analytics and feedback to identify risks and opportunities
• Partner with Marketing to develop case studies and promote customer success stories
• Act as the primary escalation point to resolve complex challenges
• Stay ahead of industry trends, competitors, and workforce management best practices

Required qualifications

• 3+ years of B2B SaaS experience in a Customer Success, Account Management, or Consulting role
• Experience managing Enterprise/Strategic accounts (ACV of $100K+)
• Proven ability to engage with and influence senior executives (VP, C-Level)
• Track record of driving expansion within a customer portfolio
• Expertise in digital transformation, change management, and complex adoption strategies
• Excellent verbal and written communication skills, including executive presentations
• Analytical mindset with experience leveraging customer data for decision-making
• Ability to thrive in a fast-paced, high-growth environment and drive initiatives independently
• Experience collaborating with global teams across different time zones

Nice to have

• Experience working in an international, remote-first SaaS company
• Background in HR Tech, Workforce Management, or related industries

Benefits

• Medical,dental, vision insurance
• Paid time off for vacation, sick days, holidays
• 401(k)

Before you apply

• Must be based in the United States
• We are accepting applications from employees working in the following states: Texas, New York, New Jersey, South Carolina, North Carolina, Colorado, Florida, Utah, and Georgia

About the company

Connecteam is the leading platform for managing deskless teams, trusted by over 80,000 businesses worldwide. The platform brings daily operations and team communication into one intuitive app.