Strategic Customer Success Manager

Summary

Join Connecteam as a Strategic Customer Success Manager and oversee high-value Enterprise and Strategic customers in the US. This fully remote role requires a proactive, consultative, and data-driven approach to ensure long-term client retention, expansion, and advocacy. You will develop and execute strategic success plans, build relationships with executive stakeholders, and leverage data for decision-making. Responsibilities include driving customer value realization, identifying expansion opportunities, and acting as a primary escalation point. The ideal candidate possesses strong enterprise SaaS experience, expertise in digital transformation, and excellent communication skills. Occasional travel may be required.

Requirements

• 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

Responsibilities

• Develop and execute strategic success plans aligned with customers’ key business objectives to ensure long-term retention and growth
• Build and nurture strong relationships with C-level executives, IT teams, and operational leaders to drive adoption and advocacy
• Partner with customers to solve critical business challenges, implement best practices, and maximize the value of Connecteam’s platform
• Identify expansion opportunities within accounts and collaborate with Sales to drive upsells and cross-sells
• Leverage customer usage analytics and feedback to proactively identify risks, opportunities, and areas for improvement
• Partner with Marketing to develop case studies and promote customer success stories
• Act as the primary escalation point, working cross-functionally to resolve complex challenges quickly and effectively
• Stay ahead of industry trends, competitors, and workforce management best practices to serve as a subject matter expert

Preferred Qualifications

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

Benefits

• Medical coverage
• Insurance plan
• Paid time off for vacation, sick days
• 401(k)