Job Description

The Strategic Customer Success Manager will be the post-sale counterpart to the Strategic Account Executive, co-owning customer value, long-term growth, and executive relationships within enterprise organizations. This role focuses on guiding customers through their digital experience transformation, maximizing ROI, and driving measurable outcomes through adoption and strategic governance.

Responsibilities

• Act as primary post-sale relationship owner
• Develop strategic success plans
• Lead quarterly and executive business reviews
• Guide customers through ongoing adoption
• Identify and remove adoption barriers
• Partner with AEs to map long-term growth paths
• Work with Strategic AEs to define account plans
• Collaborate with SI and Technology partners
• Provide customer advocacy
• Own renewal cycles
• Track and communicate customer health
• Support RFI/RFQ processes

Requirements

• 10-15+ years in Enterprise Customer Success or Account Management (SaaS/PaaS)
• Experience managing complex, multinational accounts
• Strong understanding of digital experience technology ecosystems
• Expertise in value realization and strategic planning
• Demonstrated strength collaborating with enterprise AEs
• Experience leading renewals of $1M+ ARR
• Ability to navigate partner ecosystems
• Skilled in presenting to technical and business audiences
• Proactive, curious, and consultative approach

Benefits

• No benefits