Strategic Growth Customer Success Manager

Remedio•New York, NY

20d•Remote

About The Position

Remedio is hiring a Strategic Growth Customer Success Manager to own 8 to 12 of its largest and most strategic customers, representing more than $3.5M in ARR. These global enterprises have complex environments, multiple buying centers, and executive stakeholders. The role is the senior owner of each customer relationship, responsible for demonstrating Remedio’s value at the executive level and expanding its footprint across each organization. The manager will build multi-year account plans, lead account teams consisting of Technical Account Managers, Sales, and Solutions Engineering, and work directly with Remedio executive sponsors. The role also contributes to the development of the Customer Success team by creating playbooks and mentoring CSMs, with a potential path to leadership. Success is measured by gross revenue retention (GRR), net revenue retention (NRR), and early renewals across the assigned book. In the first 30 days, the manager will learn the platform and buyers, meet customer stakeholders, map stakeholders, and assess adoption, risk, and whitespace. Within 90 days, the manager will create and review strategic account plans, deliver or schedule executive business reviews, stage renewals, and qualify expansion pipeline. The position is remote and reports to the VP, Customer Success. Travel is up to 20%, including at least annual onsite executive business reviews with each largest customer, relevant industry events, and the annual Sales Kickoff.

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 knowledge in vulnerability management, exposure management, patch management, or endpoint management.
Experience building account plans and multi-threading across large, matrixed, often global organizations.
Experience with a structured sales methodology; Remedio uses MEDDPICC, along with disciplined forecasting.
Startup or high-growth mindset, including urgency, self-direction, and interest in 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 expansion opportunities across business units, regions, devices, and platform capabilities; open new buying centers and build business cases for funded 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 customer escalations, coordinate the appropriate response, and maintain executive relationships.
Maintain accurate CRM records, forecast renewals and expansion, and identify risks early with recovery plans.
Mentor CSMs, contribute to Customer Success playbooks, bring strategic customer feedback to Product, and help develop the customer advisory board and reference program.
Meet goals for gross revenue retention, net revenue retention, and early renewals across the assigned customer book.
During the first 30 days, learn the platform and buyers, meet account stakeholders, build stakeholder maps, and assess adoption, risk, and whitespace.
Within the first 90 days, produce strategic account plans, deliver or schedule executive business reviews, stage renewals, and qualify expansion pipeline.
Travel to customer sites at least annually for executive business reviews, attend relevant industry events with customer leadership, and join the annual Sales Kickoff.