Senior Strategic Customer Success Manager

1. About Our Client:

The organization operates in the AI-driven contact center technology space, addressing challenges in customer engagement and operational efficiency. By combining artificial intelligence with human expertise, the platform helps contact centers uncover customer insights, automate conversations and inefficient processes, and enhance team productivity. Founded from a leading AI research lab, the organization is backed by prominent AI and machine learning experts, experienced leaders, and notable investors. It serves major brands such as Intuit, Cox Communications, Hilton, and Carmax, and has been recognized by Forbes and Bain Consulting as a top private AI company.

2. About the Opportunity:

The Senior Strategic Customer Success Manager plays a critical role in ensuring customer success and fostering business growth through high-value, complex customer relationships. This position acts as a trusted advisor, driving strategic initiatives and mentoring team members to deliver measurable business outcomes. The role focuses on maximizing long-term customer value through renewal, expansion, and innovation, contributing directly to the organization’s growth and customer satisfaction.

3. Responsibilities:

• Develop and maintain strategic relationships with customers as a trusted advisor

• Create and execute success plans aligning customer goals with business objectives

• Analyze and improve the customer journey to enhance experience and product adoption

• Lead stakeholder mapping and multi-threaded engagement strategies

• Drive renewal and expansion efforts, identifying upsell and cross-sell opportunities

• Monitor key Customer Success metrics and use data to guide decisions

• Collaborate with sales, marketing, product, and engineering teams to ensure a seamless customer experience

• Manage interactions with customers across multiple levels, including running quarterly business reviews

• Advocate for customer needs in product roadmap and internal planning discussions

• Build and configure the product for customers and enable their self-sufficiency

4. Requirements:

• 4 to 6 years of experience in Customer Success, Account Management, or similar roles in SaaS or Contact Center environments

• Excellent written and verbal communication skills, including presentation development and managing difficult conversations

• Strong organizational skills to manage complex processes involving multiple stakeholders and timelines

• Ability to work autonomously, conduct fundamental data analysis, perform lightweight software configuration, and quickly learn new skills

• Willingness to travel approximately 25% and attend frequent video calls with customers in EST to PST time zones

5. Pay Range and Compensation Package:

• Salary Range: $120,000 to $180,000 plus bonus and equity

• Total compensation includes base pay, equity, and a comprehensive benefits package

• Final offers are based on experience, skills, education, and geography

6. Benefits & Perks:

• Medical, dental, and vision plans tailored to employee and family needs

• Paid parental leave

• Monthly Health and Wellness allowance

• Work from home office stipend

• Lunch reimbursement for in-office employees

• Flexible paid time off

Equal Opportunity Statement:

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.