Strategic Customer Success Manager

Windfall•San Francisco, CA

1d•$150,000 - $175,000

About The Position

As a Strategic Customer Success Manager, you will be accountable for the health, retention, and expansion of Windfall’s largest and highest-value accounts. You will serve as the client's primary strategic partner, driving executive-level alignment and maximizing their lifetime value, strategic adoption, and overall partnership with Windfall. You will own the entire customer lifecycle from onboarding to multi-year growth strategies while orchestrating cross-functional execution with your Windfall counterparts in Sales, Implementation, and Product. You will have direct ownership over the Annual Recurring Revenue (ARR) and Net Revenue Retention (NRR) for your assigned portfolio. We’re on a mission to change how organizations perceive and use people data. And we hold true to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Make a difference every day; and (5) Act with integrity and trust.

Requirements

Bachelor’s degree
At least 8 years of experience in analytical, customer-facing roles (e.g., customer success, consulting, solution consulting, implementations, growth strategy), with a minimum of 3 years dedicated to managing a portfolio of Strategic, Enterprise, or Global accounts in B2B SaaS/Data
Experience managing a book of business of at least $3M in ARR
Experience developing strategic success plans and orchestrating cross-functional dynamics to drive positive outcomes with customers
Exceptional forecasting acumen and operational rigor, with proven experience identifying risk and growth signals to maintain forecast accuracy and drive commercial discussions
Demonstrated success with navigating large organizations, driving adoption and expansion, and cultivating executive relationships/sponsorship
Deep understanding of how data intelligence impacts go-to-market strategies, specifically in areas like digital marketing and performance measurement
Established track record of building relationships and presenting to Directors, VPs, and C-level executives
Passion for learning
Experience with CRMs (ideally Salesforce or HubSpot)

Nice To Haves

Prior startup experience, particularly in B2B SaaS or data companies
Exceptional ability to craft and deliver highly professional, executive-level presentations and narrative materials
Thrives in the challenges of startups, motivated by the opportunity for rapid learning and growth rather than a traditional 9-to-5 routine
Exemplary organizational skills and meticulous attention to detail, coupled with a commitment to task completion and thoroughness
Outstanding verbal and written communication skills, capable of simplifying complex issues and adjusting communication styles for diverse audiences
Highly analytical and adept at problem solving
Team-oriented attitude. Contribute, share expertise, take accountability, and foster empathy in relationships

Responsibilities

Deliver value for your customers by enabling your customers to use Windfall’s solution to meet their business objectives
Identify new opportunities within your book of accounts, including potential for increased sales, enhanced analytics, and broader marketing initiatives
Develop and execute a comprehensive Account Growth Strategy (e.g., land-and-expand strategies, value mapping) to significantly increase usage, adoption, and ultimately, lifetime value and revenue
Lead Executive Business Reviews (EBRs) with client C-level/SVP sponsors, focused on quantifiable Return on Investment (ROI), realized business value, and alignment on future strategic objectives
Own end-to-end customer experience, including onboarding, product adoption and usage, implementation of best practices and growth
Proactively manage relationships within customer’s teams, including multi-threading across departments and levels, and adapting to customer team hires and departures
Serve as a trusted advisor and industry expert, translating Windfall's data intelligence into high-impact business outcomes for the client
Develop internal playbooks and customer-facing content, including best practices guides and thought leadership pieces
Develop and implement efficient processes to enhance customer engagement and satisfaction
Lead strategic initiatives and influence the Customer Success roadmap by synthesizing the needs of our largest customers and translating them into actionable organizational improvements
Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation
Lead efforts to validate and enhance the effectiveness of Windfall's offerings through product feature requests, feedback and discussions