Strategic Customer Success Manager
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Job Description
Strategic Customer Success Manager supporting enterprise clients at SAI360. Facilitating growth and relationships while managing complex accounts in governance, risk, and compliance.
Responsibilities:
- Own a portfolio of high-value enterprise and strategic accounts (primarily six-figure ARR), with accountability for retention, growth, and long-term customer value realization.
- Act as a trusted advisor to all customer stakeholders (Director–C-level), aligning to customer business objectives and risk management priorities.
- Lead development and execution of Mutual Success Plans tied to measurable business outcomes, adoption milestones, and renewal strategy.
- Drive engagement through regular business reviews, value storytelling, and ROI demonstration.
- Identify and proactively mitigate risk across accounts, including underutilization, stakeholder change, and product gaps.
- Partner cross-functionally (Sales, Product, Support, Services) to influence roadmap, improve customer experience, and remove adoption barriers.
- Participate in renewal strategy in partnership with Account Management.
- Identify expansion opportunities through deep understanding of customer environment, regulatory landscape, and evolving needs.
- Serve as escalation point for critical accounts, balancing urgency with strategic resolution.
- Translate product capabilities into business value, particularly across GRC workflows, compliance programs, and reporting needs.
- Leverage data (usage, health scores, KPIs) to drive insights, recommendations, and proactive outreach.
- Travel to priority customers to strengthen relationships, conduct gap analysis, report on usage and lead value driven discussions (approximately 10% travel is estimated).
- Track and report result of all customer initiatives within salesforce.com
Requirements:
- 7+ years in Customer Success, Professional Services, Account Management, or related client-facing roles within SaaS or technology organizations
- Proven experience managing enterprise or strategic accounts with six-figure+ contract values
- Demonstrated ability to influence senior stakeholders and drive executive-level conversations
- Strong understanding of Governance, Risk, and Compliance (GRC) or adjacent domains (compliance, audit, risk, ethics)
- Experience building success plans, leading QBRs/EBRs, and driving measurable customer outcomes
- Technical aptitude with ability to understand product architecture, data flows, and reporting (SQL, Power BI, or similar strongly preferred)
- Experience navigating complex organizations and managing competing priorities across stakeholders
- Basic technical ability with Microsoft Office 365 products, salesforce.com or other popular CRM brands, Zendesk, and remote meeting tools (i.e. Teams, Zoom)
- Technical knowledge on queries (SQL) and Power BI reporting tool is a pro
- Excellent interpersonal, written, and verbal communication skills required along with the ability to collaborate within a remote-work environment throughout all levels of the organization.
- High ownership mentality with bias toward action, especially in ambiguous or high-risk situations.
- Ability to influence without authority across internal and external stakeholders.
- Comfortable operating in both strategic and tactical layers without losing momentum.
- Ability to collaborate with and influence internal and external partners.
- Have a positive attitude with an innovation and change mentality.
- Expected to work independently, and as part of a virtual team where open, collaborative communication is encouraged.
- Self-starter with strong initiative, ownership, and accountability to the business.
Benefits:
- PTO leave
- Quarterly wellness days
- Employee Assistance Program (EAP)
- Healthcare benefits
- Bonus incentives
- 401(k) match
- Pet insurance
- FSA account
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