Strategic Accounts Customer Success Manager

Job Description

Customer Success Manager – Strategic Accounts | Confidential Employer

The Tone:
This is a full-time, 100% remote role available to candidates located in the U.S., excluding Hawaii and Alaska. The company provides a SaaS or technology solution, and this role is critical for its largest global clients. You will serve as a strategic advisor, driving product adoption and delivering measurable business outcomes for these key accounts. Your expertise will directly influence client success and the company’s product direction.

The TL;DR
• Role: Full Time
• Location: Remote
• Mission: Drive product adoption and deliver measurable business outcomes for the largest global clients.
• Tech Stack: CRM systems (Salesforce preferred), Microsoft Office Suite (Teams, Excel, PowerPoint, Word, Outlook)

What You’ll Actually Do
• Strategy: Develop and execute strategic customer success plans, establishing executive-level relationships and presenting performance insights through Executive Business Reviews (EBRs).
• Risk Management: Monitor customer satisfaction, analyze health metrics, and proactively mitigate churn risks while identifying opportunities for revenue expansion.
• Advocacy: Collaborate cross-functionally with internal teams to represent the voice of the customer, influence the product roadmap, and drive continuous improvement.
• Implementation: Support clients through change management and best practices implementation, maximizing platform value and ensuring successful onboarding to renewal processes.
• Expertise: Stay current on boutique fitness industry trends and contribute to the scalability of the Customer Success function through documentation and process optimization.

The Must-Haves
• Background: Senior-level professional with direct experience or a deep understanding of the fitness industry, particularly boutique fitness operations or software, within a SaaS or technology context.
• Experience: 5+ years in Customer Success or Account Management, preferably with enterprise clients, demonstrating a proven track record of managing and growing large customer accounts, including executive engagement and renewal ownership.
• Skills: Strong ability to translate customer goals into actionable plans that deliver measurable value; excellent communication, presentation, and interpersonal skills; proficiency with CRM systems (Salesforce preferred) and the Microsoft Office Suite.
• Bonus: Global experience or the ability to work effectively across different regions and time zones.