Strategic Growth Customer Success Manager
About The Position
Remedio is hiring a Strategic Growth Customer Success Manager to own a portfolio of 8 to 12 of its largest strategic customers, representing more than $3.5 million in ARR. These global enterprise customers have complex environments, multiple buying centers, and executive stakeholders. The role serves as the senior owner of each customer relationship, proving the value of Remedio’s Autonomous Remediation Platform and expanding its footprint across each business. The manager will build multi-year account plans with customers, coordinate Technical Account Managers, Sales, Solutions Engineering, and executive sponsors, and work directly with customer executives. The role also contributes to the Customer Success organization by developing playbooks, mentoring CSMs, sharing strategic feedback with Product, and helping build the customer advisory board and reference program. Success is measured by gross revenue retention, net revenue retention, and early renewals. The position is remote and reports to the VP, Customer Success. Travel is up to 20%, including customer onsite visits, industry events, and the annual Sales Kickoff. The first 30 days focus on learning the platform and buyers, meeting account stakeholders, mapping stakeholders, and assessing adoption, risk, and expansion opportunities. By the first 90 days, the manager is expected to have strategic account plans reviewed with leadership, executive business reviews delivered or scheduled, renewals staged, and qualified expansion pipeline.
Requirements
- At least 7 years of experience in Customer Success, Account Management, or enterprise sales at a B2B SaaS company.
- At least 3 years owning strategic, Fortune 500, or Global 2000 accounts.
- Demonstrated success growing large accounts through multi-year renewals and significant expansion, supported by measurable results.
- Executive presence and credibility with CISOs and CIOs, including the ability to communicate candidly about customer needs.
- Domain expertise in vulnerability management, exposure management, patch management, or endpoint management.
- Experience building account plans and developing relationships across large, matrixed, often global organizations.
- Experience with a structured sales methodology; Remedio uses MEDDPICC.
- Strong forecasting discipline.
- A startup or high-growth mindset, including urgency, self-direction, and energy for building something new.
Nice To Haves
- Experience building or scaling a strategic or enterprise Customer Success motion.
- Experience mentoring or leading CSMs.
- Experience working with global system integrators, resellers, and MSSPs on enterprise renewals.
- Experience running customer advisory boards or reference programs.
- Knowledge of endpoint security, EDR/XDR, or exposure management ecosystems.
Responsibilities
- Own executive relationships with CISOs, CIOs, and IT and security leaders, and build relationships across IT operations, infrastructure, risk, compliance, and procurement.
- Create joint, multi-year strategic account plans tied to customer business outcomes and review them quarterly with account teams and Remedio leadership.
- Lead Technical Account Managers, Sales, Solutions Engineers, and executive sponsors around a unified plan for each account.
- Identify and develop expansion opportunities across business units, regions, devices, and platform capabilities; open new buying centers and build business cases for expansion.
- Lead complex, multi-year renewals involving multiple stakeholders, procurement, legal, and channel partners; begin renewal work 180 days in advance and use MEDDPICC to qualify and close.
- Lead executive business reviews and quantify risk eliminated, operational time returned, and ROI against customer goals.
- Own escalations, mobilize appropriate internal resources, and maintain executive relationships during issue resolution.
- Maintain accurate CRM records, forecast renewals and expansion, and identify risks early with recovery plans.
- Mentor CSMs, contribute to Customer Success playbooks, relay strategic customer feedback to Product, and help build the customer advisory board and reference program.
- Meet retention and renewal objectives, including gross revenue retention, net revenue retention, and early renewals.
- Attend customer onsite visits, relevant industry events, and the annual Sales Kickoff as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
