Senior Strategic Account Manager - Massachusetts Based (Remote)

CustomerGauge • Boston, MA

9d • Remote

About The Position

This role focuses on ensuring business value realization for customers by partnering with them to define success metrics, demonstrate measurable business outcomes, and communicate ROI to executive stakeholders. The Senior Strategic Account Manager will manage their account portfolio to ensure optimal client satisfaction and achieve strategic account Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs). This includes maintaining a high Net Retention Rate, conducting regular client interactions, and nurturing strong, long-term client relationships. The role also involves acting as a liaison between customers and internal teams, identifying new strategic opportunities, monitoring sales performance, and managing churn risk. Collaboration with the Account Services team and other internal stakeholders is crucial for guiding and developing partner accounts. The position requires an evangelist mindset, with the ability to understand technical questions, communicate solutions, and potentially contribute to company content like podcasts or LinkedIn articles. This role offers significant career development opportunities, potentially leading to positions in product management, pre-sales engineering, education, or team management.

Requirements

• Bachelor's level degree is preferable
• 5+ years of account management / customer success / support / service experience
• Aptitude for explaining and providing training to others
• Fast learner who can work independently and as part of a team
• Ability to take ownership of projects
• Understand concepts of customer retention
• Exceptional communication skills
• Comfortable presenting to key stakeholders within your accounts
• Love interacting with customers and continuously strive for their success while being commercially minded
• Thrive in a dynamic constantly evolving high tech environment
• Ability to multi-task, change priorities and organize
• Hard workers, team players with a can-do attitude
• Fluency in English is a must

Nice To Haves

• Any other European language is a preference.

Responsibilities

• Partner with customers to define success metrics, demonstrate measurable business outcomes, and communicate ROI to executive stakeholders.
• Manage entire account portfolio, ensuring optimal client satisfaction and achieving assigned strategic account KPIs and OKRs.
• Maintain a team Net Retention Rate of 105%, ensure one touch per account each month, and conduct 10 Impact Reviews per quarter with key client stakeholders.
• Establish and nurture strong, long-term client relationships with strategic stakeholders and build trusted executive relationships across customer organizations.
• Address customer queries and concerns promptly.
• Advocate solutions and innovative ideas to meet client needs and handle challenges and problems effectively, providing timely resolutions.
• Act as the liaison between key customers and internal teams.
• Identify and approach new potential strategic opportunities that increase customer value and long-term revenue.
• Monitor sales performance metrics and report on trends.
• Prepare monthly, quarterly, and annual reports and forecasts.
• Work with the commercial team to identify larger upsell and cross-sell opportunities.
• Activate Promoters for referral and further upsell opportunities.
• Connect Executive Sponsors with high-value and strategic accounts to decrease churn risk.
• Identify churn risk in all accounts and proactively report/escalate where applicable.
• Develop proactive action plans for all accounts.
• Collaborate with the Account Services team & other internal stakeholders to guide, assist, and develop partner accounts.
• Act as an evangelist, culture carrier, educator, and communicator.
• Understand technical questions and communicate solutions.

Benefits

• Competitive compensation package (including uncapped variable component)
• Health Insurance (Medical, Dental & Vision) 70% contribution for employees
• Participation in the SAR Plan
• Unlimited PTO (manager approval required)
• MacBook provided
• Occasional travel to customers and global offices
• Full-time remote position
• A high-impact role in an emerging industry leader
• Cross-functional Collaboration: Work closely with Sales, Marketing, Product and Account Services to deliver coordinated customer engagement and drive commercial success.
• AI & Automation Mindset: Embrace AI and automation to improve productivity, enhance customer engagement and eliminate repetitive work. We're building an AI-native organization and are looking for people who proactively adopt new tools and ways of working.
• Opportunities for career growth and internal development in a fast-growing international SaaS company

What This Job Offers

• Job Type: Full-time
• Career Level: Senior