Strategic Customer Success Manager

connecteam • Colorado Springs, CO

230d • $100,000 - $130,000 • Remote

About The Position

The Strategic Customer Success Manager is responsible for overseeing Connecteam's most significant and high-value Enterprise and Strategic customers in the US. This role requires a proactive, consultative, and data-driven approach to Customer Success, ensuring long-term client retention, expansion, and advocacy. The ideal candidate will have a strong background in enterprise SaaS, a deep understanding of workforce management processes, and the ability to act as a trusted advisor to executive stakeholders. They will leverage their expertise in digital transformation, change management, and adoption strategies to drive value realization across complex organizations. This is a fully remote position. The ideal candidate must be based in the United States and be comfortable working across multiple time zones.

Requirements

• 3+ years of B2B SaaS experience in a Customer Success, Account Management, or Consulting role - MUST
• Experience managing Enterprise/Strategic accounts (ACV of $100K+) - MUST
• 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

Nice To Haves

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

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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Number of Employees: 251-500 employees