3+ years in B2B SaaS Customer Success, Account Management, or Consulting roles
Experience managing Enterprise/Strategic accounts with ACV of $100K+
Proven ability to engage and influence senior executives
Track record of driving customer portfolio expansion
Expertise in digital transformation and change management
Strong verbal and written communication skills, including executive presentations
Analytical mindset with experience in data-driven decision-making
Responsibilities
Develop and execute strategic success plans to align with customer business objectives
Build and nurture relationships with C-level executives and operational leaders
Partner with customers to address business challenges and implement best practices
Identify expansion opportunities and collaborate with Sales for upsells
Leverage customer analytics to identify risks and opportunities
Collaborate with Marketing to create case studies and promote success stories
Act as the primary escalation point for complex challenges
Stay updated on industry trends and workforce management best practices
Benefits
Medical, dental, and vision insurance
Paid time off for vacation, sick days, and holidays
401(k) plan
Full Job Description
Strategic Customer Success Manager
About The Role
The Strategic Customer Success Manager is responsible for overseeing Connecteam's most significant and high-value Enterprise and Strategic customers in the US. This role requires a proactive, consultative, and data-driven approach to Customer Success, ensuring long-term client retention, expansion, and advocacy.
The ideal candidate will have a strong background in enterprise SaaS, a deep understanding of workforce management processes, and the ability to act as a trusted advisor to executive stakeholders. They will leverage their expertise in digital transformation, change management, and adoption strategies to drive value realization across complex organizations.
This is a fully remote position. The ideal candidate must be based in the United States and be comfortable working across multiple time zones. Key Responsibilities
Customer Strategy & Value Realization: Develop and execute strategic success plans aligned with customers' key business objectives to ensure long-term retention and growth.
Enterprise Stakeholder Engagement: Build and nurture strong relationships with C-level executives, IT teams, and operational leaders to drive adoption and advocacy.
Consultative Approach: Partner with customers to solve critical business challenges, implement best practices, and maximize the value of Connecteam's platform.
Expansion & Growth: Identify expansion opportunities within accounts and collaborate with Sales to drive upsells and cross-sells.
Data-Driven Decision-Making: Leverage customer usage analytics and feedback to proactively identify risks, opportunities, and areas for improvement.
Customer Advocacy & Thought Leadership: Partner with Marketing to develop case studies and promote customer success stories.
Escalation Management: Act as the primary escalation point, working cross-functionally to resolve complex challenges quickly and effectively.
Industry Expertise & Best Practices: Stay ahead of industry trends, competitors, and workforce management best practices to serve as a subject matter expert.
Experience & Skills
3+ years of B2B SaaS experience in a Customer Success, Account Management, or Consulting role - MUST
Experience managing Enterprise/Strategic accounts (ACV of $100K+) - MUST
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
This role is fully remote; however, occasional travel may be required for onsite customer visits, executive business reviews, and industry events.
Advantage:
Experience working in an international, remote-first SaaS company
Background in HR Tech, Workforce Management, or related industries
Benefits:
Medical,dental, vision insurance.
Paid time off for vacation, sick days, holidays.
401(k)
Salary range: $100K-$140K
We are accepting applications from employees working in the following states: Texas, New York, New Jersey, South Carolina, North Carolina, Colorado, Florida, Utah, and Georgia.
