Strategic Customer Success Manager

Natter • New York, NY

1d

About The Position

Natter is hiring a Strategic Customer Success Manager to build and retain strong relationships with large enterprise clients and help ensure their success and satisfaction. The role focuses on strengthening customer relationships, driving adoption, and identifying opportunities for growth and long-term value. The successful candidate will guide customers through onboarding, renewal, and expansion, and develop strategic success plans aligned with customer goals.

The Customer Success Manager will lead quarterly and executive business reviews, work with customer stakeholders to demonstrate value and gather insights, and use KPI analysis and data-driven insights to support strategic decisions. The role also collaborates with Account Growth, Product, Marketing, and Solutions teams to improve customer experiences, grow accounts in response to customer needs, and represent customer feedback internally. This is an opportunity to help build Natter’s early-stage Customer Success function and contribute to the company’s commercial growth.

Requirements

• 7+ years of experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company or management consulting firm (MBB or equivalent).
• Experience managing strategic accounts with complex stakeholder ecosystems.
• A strategic, customer-centric mindset and a track record of identifying and driving growth opportunities within accounts.
• Exceptional presentation, written, and verbal communication skills, with the ability to engage technical and non-technical audiences.
• Ability to navigate C-level conversations and facilitate high-impact meetings.
• Strong commercial acumen, including the ability to identify value drivers and influence buying behavior.
• Strong multitasking and prioritization skills, with the ability to assess and respond effectively to situational urgency.
• Willingness to travel quarterly for customer engagements.

Nice To Haves

• Experience with SaaS, particularly B2B or vertical software.
• Research interests and academic credentials.

Responsibilities

• Own and nurture strategic customer relationships, ensuring customer success and long-term value.
• Guide customers through lifecycle stages, optimizing their experience from onboarding through renewal and expansion.
• Develop and execute strategic success plans.
• Lead quarterly and executive business reviews with key stakeholders to demonstrate value, gather insights, and help customers achieve their goals.
• Identify and drive expansion opportunities, collaborating with Account Growth to grow accounts based on customer needs.
• Collaborate with Product, Marketing, and Solutions teams to provide a seamless customer experience and align strategies with customer needs.
• Partner with customers to analyze KPIs, identify trends, and use data-driven insights to support strategic business decisions.
• Advocate for the customer voice internally, influence product development, and foster a customer-centric culture.

What This Job Offers

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