Strategic Customer Success Manager

arkham talentNew York, NY4 days ago

Occupations

Marketing Managers Market Research Analysts and Marketing Specialists Sales Managers

Industries

Computer Systems Design Services Custom Computer Programming Services Marketing Consulting Services

Senior Strategic Customer Success Manager Hey! Thanks for checking out the job posting here. In an effort to save everyones time, I wanted to leave a few MUSTs: Hybrid NYC 2-3 days Marketing as an ICP a must (martech, adtech, agency, marketing ai) Start up experience In this role, you'll be responsible for the ongoing health and growth of a select group of our largest enterprise customers. You'll dig into what each customer is trying to achieve, identify the people and processes that drive results, and shape a plan that increases usage, proves value, secures renewals, and uncovers growth.

What you'll do:

Guide customers through every stage of their journey, from onboarding and adoption to expansion and renewal, keeping satisfaction and value front and center
Build and carry out strategic plans for a portfolio of large, multifaceted enterprise accounts
Develop trusted relationships at every level, from executive sponsors and C-suite leaders to day-to-day users
Learn each customer's goals and turn them into clear success plans with measurable KPIsExpand usage across teams, departments, and workflows by spotting opportunities, removing obstacles, and sharing what works
Catch warning signs early and put proactive plans in place to safeguard outcomes and renewals
Uncover ways to grow the platform's presence within each account and deliver more value
Run executive business reviews that tie platform usage and results to the customer's larger priorities
Turn customers' workflow pain points into opportunities to get more from the platform, including AI-powered, governed content creation
Track usage and engagement data and use those insights to steer account strategy
Represent the customer's perspective internally, working with Product, Marketing, and others to improve the experience and shape the roadmap
Contribute to the growth of the Customer Success team through internal projects, shared best practices, and repeatable processes
What you bring 6+ years in Customer Success, Account Management, or Sales at a SaaS, Martech, or AI company, ideally working with large enterprise customers
A history of managing and growing a book of business within complex enterprise organizations
Consistent results hitting or beating retention targets and delivering measurable customer outcomes
Commercial experience handling renewals, expansion deals, and customer negotiations
Skill in building account plans, mapping stakeholders, and establishing relationships across multiple levels and functions
Confident executive presence and experience advising and presenting to senior leaders
The ability to connect customer priorities to concrete success plans and persuasive value narratives
Sharp analytical, communication, relationship-building, and problem-solving skills
Experience collaborating within cross-functional account teams
Familiarity with the digital marketing landscape; background in email technology, marketing operations, or related platforms is a bonus
An ownership mindset: you see what needs to be done, build the plan, and make it happen

Apply now

Level

ManagerL7

Location

New York, NY

Occupation

Marketing Managers

Industry

Computer Systems Design Services

Posted

4 days ago

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