Manager, Customer Success Strategic Accounts

About This Opportunity

Our talent team is representing a confidential SaaS organization seeking a Manager, Customer Success Strategic Accounts. This is a remote opportunity based in the United States.

In this role, you will lead a team of Customer Success Managers who support high-touch and strategic accounts. You'll drive retention and expansion across a high-value portfolio, partnering cross-functionally to ensure customers achieve ongoing adoption and value. This position carries direct responsibility for retention through renewal conversations, blending people leadership, strategic account planning, and operational rigor to deliver measurable results for complex, high-value customer relationships.

Responsibilities

• Lead, mentor, and set clear performance expectations for a team of CSMs, conducting regular evaluations and providing timely, constructive feedback
• Foster a culture of collaboration, accountability, and continuous improvement while challenging team members to grow their capabilities
• Recruit and hire talent aligned with business needs and support onboarding for effective ramping
• Run structured 1:1s with every CSM that inspect the full book of business—escalations, OKR pacing, risk/cancellation forecasting, and renewal pipeline
• Dedicate regular time to live or recorded call review, providing documented coaching on renewal discovery, negotiation, value/ROI framing, and objection handling
• Run weekly team meetings covering pipeline, wins, and best practices; audit CRM/CS platform data quality and coach on gaps
• Manage executive-level relationships across high-touch and strategic accounts and personally lead or support renewal conversations on the most complex, high-risk, or highest-value accounts
• Own the end-to-end renewals process: inspect each CSM's renewal book for on-pace early engagement, confirmed intent-to-renew, documented strategy, and flagged zero-activity accounts
• Ensure every renewal carries the standard price uplift position, with exceptions escalated for approval, and drive forecast discipline
• Coach the team on renewal strategy, negotiation, and objection handling; partner with Sales and Finance/Deal Desk to structure terms that protect and grow revenue
• Inspect the team's value and adoption motion alongside renewals, ensuring every account has a live, outcome-based success plan
• Hold the team accountable for multi-threaded relationships and treat champion departures as risk triggers
• Own the team's voice-of-customer loop—timely NPS follow-up, documented detractor action plans, and recurring themes rolled up to senior leadership
• Develop and execute strategic plans for the segment, owning account coverage strategy, territory design, and resource planning
• Collaborate with Sales, Product, Marketing, and Support leadership to align strategy and drive retention, expansion, and satisfaction
• Establish and operationalize KPIs, dashboards, and reporting to measure segment performance against retention and growth objectives
• Own segment-level results against topline outcomes (GRR, NRR, churn, uplift expansion, on-time renewal rate, forecast accuracy, multi-year renewal %, logo retention)
• Identify skill gaps and implement training/workshops to strengthen the team's account management, product knowledge, and communication skills

What We're Looking For

• Minimum of 5 years of relevant experience in Customer Success or Account Management, with at least 2 years at the leadership level
• Proven leadership experience in a high-growth, fast-paced SaaS environment
• Assertive, positive, and effective written and verbal communication with strong attention to detail
• Demonstrated ability to influence credibly at all levels of an organization, including executive and C-level
• Fast learner, able to understand and articulate new technologies and their value propositions
• Thrives in a dynamic, fast-paced environment while managing a high volume of customer interactions and team coaching
• Experience managing renewals processes and driving revenue retention/expansion metrics
• Strong analytical skills with the ability to establish KPIs, dashboards, and performance reporting

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your qualifications and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—all communication and coordination will flow through our team to ensure the best experience for you throughout the process.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome candidates from all backgrounds and provide equal Get A Job.aiment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.