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 your expertise in digital transformation and change management. Responsibilities include driving value realization, identifying expansion opportunities, and making data-driven decisions. The ideal candidate will have 3+ years of B2B SaaS experience managing enterprise accounts and proven success in engaging with senior executives. 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)