Strategic Customer Success Manager

Kentik

11h • $164,000 - $180,000 • Remote

About The Position

Kentik is the network intelligence platform for modern infrastructure teams. Unlike traditional monitoring and observability tools, we demystify complex network operations, enabling organizations to deliver applications and innovation at scale. Built by network experts to make critical insight accessible to every engineer, Kentik is the real-time source of truth that understands every network in context — from data center to cloud to the internet. This single platform unifies and correlates cloud, device, flow, synthetic data to turn telemetry into action. Market leaders like Akamai, Booking.com, Dropbox, and Zoom rely on Kentik to run, manage, and optimize their networks.
At Kentik, our most important asset is our customer base and we are committed to building deep, lasting partnerships that extend far beyond the initial sale. We are seeking a Strategic Customer Success Manager to serve as a trusted advisor to a portfolio of our most critical accounts. In this role, you will be the single point of accountability for the entire customer journey, driving adoption, maximizing value realization, and ensuring a predictable renewal and growth trajectory.
You will operate at the intersection of our customers’ business goals and our product capabilities, translating their long-term vision into tangible success outcomes. You will navigate complex organizational structures, engage with C-level executives, and articulate Kentik's value in the context of their strategic initiatives. This is a highly visible, high-impact role requiring a seasoned professional with a "get it done" mindset and a passion for building successful, enduring customer relationships.

Requirements

• A minimum of 7-10 years of experience in a senior-level Customer Success, Strategic Account Management, or similar client-facing role within the SaaS industry.
• Proven track record of managing a portfolio of large enterprise or strategic accounts, consistently meeting or exceeding renewal and expansion targets.
• Demonstrated ability to engage and build trust with C-level executives and senior business leaders.
• Deep understanding of SaaS business models, value drivers, and the customer lifecycle.
• Expertise in leveraging data and analytics to drive customer success and identify key business insights.
• Exceptional communication and presentation skills, with the ability to articulate complex technical and business concepts to diverse audiences.
• Ability to travel up to 25% to build in-person relationships and support strategic initiatives.

Nice To Haves

• Experience with revenue recognition in a SaaS framework is highly desired.
• Experience with networking or related technology is a strong plus.

Responsibilities

• Executive Business Partnership: Establish and nurture relationships with key customer stakeholders, including C-level executives and senior leadership, to align on strategic objectives and ensure Kentik is delivering quantifiable business value.
• Strategic Account Management: Take ownership of a portfolio of our most strategic customers, defining and executing a proactive success plan that maps Kentik's solutions to their long-term business goals and desired outcomes.
• Drive Value Realization: Systematically track and report on product adoption, health scores, and key performance indicators (KPIs) to proactively identify risks and opportunities for expansion, leveraging these insights to ensure customer ROI.
• Cross-Functional Leadership: Act as the internal champion for your customers, collaborating with and leading cross-functional teams (Account Executives, Sales Engineers, Product, and Engineering) to resolve complex challenges and drive the strategic direction of their account.
• Renewal & Growth Strategy: Develop and own the renewal strategy for your book of business. Identify and cultivate upsell and expansion opportunities, working closely with the sales organization to grow the account footprint.
• Advocacy & Feedback: Serve as the voice of the customer within Kentik, translating critical feedback and market trends into actionable insights for our product and leadership teams to influence the product roadmap.

Benefits

• 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
• Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
• Paid family & medical leave
• Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
• 401(k) retirement account
• Home office reimbursement
• Stock options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed