Manager of Strategic Customer Success

About This Opportunity

Our talent team is representing a confidential SaaS organization seeking a Manager of Strategic Customer Success to lead their enterprise customer success function. This is an excellent opportunity to shape how a high-growth company delivers value to its largest and most complex customers while building and coaching a team of skilled Customer Success Managers.

In this role, you'll lead a tenured team serving the company's most strategic accounts. You'll be responsible for coaching CSMs through complex enterprise partnerships, building scalable processes that work across sophisticated customer portfolios, and partnering cross-functionally with Product, Implementation, Support, and other key stakeholders.

Responsibilities

• Lead and develop a team of Customer Success Managers who serve as the primary point of contact for enterprise customers throughout their lifecycle
• Elevate team performance through one-on-one coaching, skill development programs, and operational discipline
• Drive process optimization across the customer journey with particular emphasis on product adoption and value realization
• Advocate for the CSM team across Product, Support, Sales, Revenue Operations, and Contract Management functions
• Balance building repeatable, scalable processes with delivering the high-touch experiences enterprise customers expect
• Serve as a key contributor in evolving how the organization delivers consistent, high-quality outcomes for its largest accounts
• Participate actively in resourcing and headcount planning conversations
• Conduct call shadowing and hands-on troubleshooting alongside direct reports

What We're Looking For

Required Experience:

• Proven track record leading and developing Customer Success Managers in a B2B SaaS environment
• Recent experience (last few years) leading an upmarket Customer Success team in a growing SaaS business
• Deep understanding of the enterprise customer lifecycle and demonstrated success improving onboarding, adoption, and retention
• Experience working with enterprise customers and scaling complex use cases as they grow
• History of implementing and improving team processes with a structured approach to scaling what works
• Comfort working with highly configurable, complex products rather than simple solutions

Core Competencies:

• Data-driven decision making using metrics to improve team performance and customer outcomes
• Cross-functional collaboration with teams like Sales, Product, and Support
• Clear, precise communication with ability to distill complex concepts into actionable themes
• Deep listening skills and ability to advocate for both your team and the customer voice
• Passion for coaching and developing team members
• Structured problem-solving orientation with creative, scalable solutions
• Detail-oriented approach with pride in strong internal operations
• Comfort with continuous iteration rather than one-time process builds
• Adaptability in fast-changing environments

You Might Not Be a Fit If:

• You prefer generating ideas over owning execution and implementation
• You find frequent change and iteration frustrating
• Getting into details like call shadowing and hands-on troubleshooting doesn't appeal to you
• You prefer established, stable processes in mature organizations

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your background and conduct an initial screening. If there's a strong match, we'll coordinate a structured interview process with our client that includes:

• Recruiter screening conversation
• Hiring manager interview
• Presentation round
• Final round interviews with senior leadership

Please apply exclusively through Get A Job.ai. Do not attempt to contact the client organization directly, as this may disqualify your application. Our team will manage all communication and coordination throughout the process.

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Employment Opportunity: Get A Job.ai provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive recruitment process.