Strategic Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Strategic Customer Success Manager based in United States.

This role owns a focused portfolio of high-value strategic customers, serving as a trusted partner across complex, multinational organizations. You’ll develop tailored success strategies that strengthen adoption, retention, and long-term customer value across significant accounts. Working closely with senior leaders and cross-functional teams, you’ll coordinate initiatives spanning implementation, support, product, sales, marketing, and executive sponsorship. The position combines strategic account management with hands-on customer engagement, business reviews, risk management, and value realization. You’ll act as the voice of the customer internally, influencing product direction and go-to-market priorities based on customer needs and insights. This is an opportunity for an experienced Customer Success professional to take ownership of sophisticated relationships in a collaborative, remote-first SaaS environment.

Accountabilities:

• Own and execute short- and long-term success strategies for strategic accounts, including stakeholder mapping, success planning, adoption initiatives, and long-term value realization.
• Build trusted, consultative relationships with strategic customers and serve as a consistent senior-level point of contact.
• Act as the voice of the customer internally, bringing customer insights into product roadmap discussions, go-to-market strategy, readiness initiatives, and broader business planning.
• Lead cross-functional account discussions and execution, coordinating teams across Implementation, Customer Support, Product, Sales, Marketing, and executive stakeholders while maintaining accountability for customer outcomes.
• Evaluate customer health and risk, proactively identifying challenges and developing strategies that support retention and continued value.
• Maintain regular customer touchpoints and engagement routines designed to strengthen relationships and deliver a consistent customer experience.
• Lead effective business reviews that demonstrate realized customer value, communicate recommendations, and introduce relevant capabilities and opportunities.
• Partner with senior and executive leadership to strengthen strategic relationships and maintain momentum across key accounts.
• Consult with customers to identify appropriate data automation solutions and support configurations for complex or matrixed organizations.
• Respond to customer inquiries thoughtfully and within appropriate timelines.
• Maintain accurate records of customer interactions, activities, and account health within Gainsight.
• Share customer and market insights with internal teams to help develop scalable strategies and improve the overall customer experience.

Requirements

• 5+ years of experience in Customer Success Management.
• 3+ years of experience supporting Enterprise customers in a Customer Success role, ideally managing accounts with $1M+ ARR and complex books of business.
• Demonstrated ability to operate as a trusted advisor to senior and executive leaders, navigate ambiguity, and influence outcomes without direct authority.
• Experience managing demanding, multinational customers and complex stakeholder environments.
• Strong strategic thinking with a demonstrated ability to drive customer adoption, retention, value realization, and expansion.
• Self-motivated, proactive, customer-focused approach with strong ownership of account outcomes.
• Experience using Gainsight and Salesforce is required.
• Outstanding verbal and written communication skills, with strong listening and relationship-building abilities.
• Strong executive presence and the ability to communicate effectively and influence decision-making across organizational levels.
• Ability to collaborate effectively with sales, software development, product management, implementation, support, and other cross-functional teams.
• Strong organizational skills and the ability to manage multiple strategic priorities simultaneously.
• Experience in SaaS environments and with complex enterprise customer relationships is highly relevant.
• For the original role, candidates were required to be based in the Republic of Ireland and have the legal right to work there without current or future employer sponsorship.

Benefits

• Competitive base salary.
• Company-sponsored health and life insurance.
• Statutory auto-enrolment pension with employer contributions.
• Eligibility for a discretionary annual performance bonus.
• 20 days of paid vacation plus Irish public holidays for the original Ireland-based position.
• Statutory leave and company sick leave benefits.
• Remote-first work environment.
• Recognition, rewards, and team celebrations.
• Opportunities to participate in company-supported community service initiatives.
• Ongoing learning and career development through a dedicated Learning & Development function.
• Opportunity to work with high-value enterprise customers and collaborate across senior leadership, product, sales, implementation, and support teams.