Strategic Customer Success Manager

• Manage a portfolio of strategic enterprise accounts (typically six-figure ARR), ensuring retention, expansion, and long-term value realization
• Serve as a trusted advisor to senior and executive stakeholders, aligning solutions with customer GRC, compliance, and risk objectives
• Lead Mutual Success Plans, QBRs/EBRs, and strategic account planning focused on measurable outcomes and adoption milestones
• Monitor account health, proactively identify risks (adoption, stakeholder changes, underutilization), and execute mitigation strategies
• Drive product adoption by translating technical capabilities into business value across complex GRC workflows and reporting needs
• Partner cross-functionally with Sales, Product, Services, and Support to influence improvements and resolve customer challenges
• Identify expansion opportunities through deep understanding of customer environments, regulatory needs, and operational goals
• Act as escalation point for critical accounts, ensuring timely and effective resolution of complex issues
• Track customer engagement, outcomes, and health metrics using CRM tools (e.g., Salesforce)

Requirements:

The ideal candidate brings 7+ years of experience in Customer Success, Account Management, Professional Services, or similar client-facing roles within SaaS or enterprise technology environments. You have a proven track record managing large, strategic accounts and engaging confidently with senior stakeholders, including executives. Strong knowledge of Governance, Risk, and Compliance (GRC) or adjacent fields such as audit, risk, ethics, or compliance is highly valuable. You are comfortable building structured success plans, leading business reviews, and driving measurable customer outcomes. Technical aptitude is important, with familiarity in data tools such as SQL, Power BI, CRM platforms, and SaaS architectures. You combine strong communication skills with analytical thinking, allowing you to influence without authority across complex organizations. A proactive, ownership-driven mindset and the ability to operate in both strategic and tactical contexts are essential.

Benefits:

• Competitive base salary with bonus and/or commission opportunities
• Remote-first work environment with flexibility across approved US states
• Healthcare coverage (medical, dental, vision)
• 401(k) retirement plan with company match
• Paid time off (PTO) and quarterly wellness days
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA) options
• Pet insurance benefits
• Performance-based incentives and recognition programs
• Opportunity to work with enterprise-level clients in a high-growth SaaS environment.