The role of the Strategic Customer Success Manager is pivotal to Connecteam, responsible for overseeing the company's most significant and high-value Enterprise and Strategic customers.
* Key Responsibilities:
* Develop strategic success plans aligned with customers' key business objectives to ensure long-term retention and growth.
* Build and nurture strong relationships with C-level executives, IT teams, and operational leaders to drive adoption and advocacy.
* Partner with customers to solve critical business challenges, implement best practices, and maximize the value of Connecteam's platform.
* Identify expansion opportunities within accounts and collaborate with Sales to drive upsells and cross-sells.
* Leverage customer usage analytics and feedback to proactively identify risks, opportunities, and areas for improvement.
* Act as the primary escalation point, working cross-functionally to resolve complex challenges quickly and effectively.
* Stay ahead of industry trends, competitors, and workforce management best practices to serve as a subject matter expert.
Requirements:
* 3+ years of B2B SaaS experience in a Customer Success, Account Management, or Consulting role
* Experience managing Enterprise/Strategic accounts (ACV of $100K+)
* Proven ability to engage with and influence senior executives (VP, C-Level)
* Track record of driving expansion within a customer portfolio
* Expertise in digital transformation, change management, and complex adoption strategies
* Excellent verbal and written communication skills, including executive presentations
* Analytical mindset with experience leveraging customer data for decision-making
* Ability to thrive in a fast-paced, high-growth environment and drive initiatives independently
* Experience collaborating with global teams across different time zones
What We Offer:
* Medical coverage
* Insurance plan
* Paid time off for vacation, sick days
* 401(k)