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Manager, Customer Success Strategic Accounts

3 weeks, 2 days ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
Employ

Employ

Employ, Inc. is a top provider of recruiting solutions, empowering organizations to hire top talent with industry-leading technologies and services.

Professional Services
1K-5K
Founded 2022
View All Jobs 8

Description

  • Lead, mentor, hire, and develop Customer Success Managers while setting performance expectations and providing coaching.
  • Manage executive relationships across High Touch and Strategic Accounts and support complex renewal conversations.
  • Own the end-to-end renewal process, including forecasting, pricing uplift, negotiation, and churn prevention.
  • Review account health, adoption, success plans, risk indicators, and renewal pipelines to guide team performance.
  • Develop segment strategies, account coverage plans, resource models, and playbooks to improve retention and expansion.
  • Partner with Sales, Finance, Product, Marketing, and Support to resolve customer issues and align account strategy.
  • Own escalations, NPS follow-up, detractor action plans, and voice-of-customer reporting.
  • Establish KPIs, dashboards, and reporting for GRR, NRR, churn, renewals, expansion, adoption, and customer satisfaction.
  • Prepare performance reports for senior leadership and recommend capacity or headcount changes.
  • Identify skill gaps and deliver training on account management, product knowledge, communication, and renewal strategy.

Requirements

  • Proven leadership experience in a high-growth, fast-paced SaaS environment.
  • At least 5 years of experience in Customer Success or Account Management, including 2 years in a leadership role.
  • Strong written and verbal communication skills with excellent attention to detail.
  • Ability to influence credibly across all organizational levels, including executive and C-level stakeholders.
  • Ability to learn and clearly explain new technologies and their value propositions.
  • Comfort managing a high volume of customer interactions and team coaching in a dynamic environment.
  • Experience with strategic or enterprise customer relationships and renewals.
  • Experience using customer success, CRM, or conversation intelligence platforms such as Gong.

Benefits

  • Remote-first work environment with flexible scheduling and virtual collaboration practices.
  • Unlimited paid time off.
  • Medical, dental, and vision coverage.
  • Learning and development programs, including training, mentorship, and career resources.
  • Regular in-person team meetups.
  • Equal opportunity workplace with hiring-process accommodation support.

Interested in this position?

Apply directly on the company website

Apply Now

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