Are you looking to hire a Strategic Customer Success Manager? We've crafted a comprehensive job description template that you can easily customize for your company's needs. To support your hiring process, check out our interview guide and interview questions for this role. These resources will help you identify the best candidate to drive customer satisfaction and business growth.

What is a Strategic Customer Success Manager?

A Strategic Customer Success Manager (SCSM) is a pivotal role within organizations that prioritize long-term customer relationships and revenue growth. This position serves as a bridge between the company and its most valuable clients, ensuring that customers derive maximum value from the products or services while also identifying opportunities for expansion and upselling.

SCSMs are typically found in B2B companies, particularly in the software, technology, and service industries. They combine deep product knowledge with business acumen to act as trusted advisors to their clients. By understanding the client's business objectives and challenges, SCSMs can align the company's solutions to meet those needs effectively.

What does a Strategic Customer Success Manager do?

Strategic Customer Success Managers are responsible for nurturing and growing relationships with key accounts throughout their entire lifecycle. They work closely with clients to understand their business goals, challenges, and industry trends, using this information to develop tailored strategies that drive value and foster long-term partnerships.

A significant part of the SCSM's role involves data analysis and strategic planning. They regularly review customer usage data, market trends, and internal metrics to identify growth opportunities and potential risks. Based on these insights, they create and implement account plans that aim to increase product adoption, improve customer satisfaction, and ultimately drive revenue growth.

SCSMs also act as the voice of the customer within their organization. They collaborate with various internal teams, including product development, sales, and marketing, to communicate customer feedback and advocate for improvements that align with client needs.

Strategic Customer Success Manager Responsibilities Include:

• Developing and executing strategic account plans
• Conducting regular business reviews with key stakeholders
• Analyzing customer data to identify trends and opportunities
• Proactively addressing potential churn risks
• Identifying and pursuing upsell and cross-sell opportunities
• Collaborating with internal teams to resolve customer issues and implement solutions
• Representing the company at industry events and client functions

Job Description

🌟 Strategic Customer Success Manager

About Company

[Company] is a leading provider of innovative solutions in [industry], leveraging cutting-edge technology to help businesses achieve their goals. Our mission is to empower our clients with tools and insights that drive growth and efficiency.

Job Brief

We're seeking a Strategic Customer Success Manager to join our team and lead the charge in nurturing and expanding relationships with our most valuable clients. In this role, you'll be the primary point of contact for key accounts, responsible for ensuring customer satisfaction, driving adoption, and identifying growth opportunities.

🎯 What You'll Do

As a Strategic Customer Success Manager, you'll be at the forefront of our customer-centric approach. Your key responsibilities will include:

• 🤝 Owning and nurturing relationships with strategic customers throughout their lifecycle
• 📊 Developing and implementing data-driven account strategies to maximize value delivery
• 💼 Conducting regular client meetings and presentations, both virtually and in-person
• 📈 Analyzing customer usage data to form accurate forecasts and manage renewal pipelines
• 🚀 Identifying and pursuing opportunities for new product adoption and account expansion
• 🤔 Collaborating with cross-functional teams to translate customer feedback into product improvements

🧠 What We're Looking For

The ideal candidate for this role will possess:

• Proven track record of success in customer success or account management roles
• Strong understanding of growth and retention strategies in B2B environments
• Experience working closely with product and engineering teams to implement solutions
• Excellent communication and presentation skills, with the ability to engage C-level executives
• Analytical mindset with proficiency in CRM tools and customer service software
• Adaptability and comfort with learning new technologies and processes
• Passion for delivering exceptional customer experiences and driving business outcomes

Our Values

• Customer-centricity: Always putting our clients' needs first
• Innovation: Continuously seeking new ways to improve and add value
• Collaboration: Working together to achieve common goals
• Integrity: Acting with honesty and transparency in all interactions
• Excellence: Striving for the highest quality in everything we do

Compensation and Benefits

• Competitive base salary commensurate with experience
• Performance-based bonus structure
• Comprehensive health, dental, and vision insurance
• 401(k) matching program
• Professional development opportunities
• Flexible PTO policy

Location

This position is [remote/hybrid/office-based] with occasional travel required for client meetings and company events.

Equal Employment Opportunity

[Company] is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

🔍 Hiring Process

We've designed our hiring process to be thorough and give you multiple opportunities to showcase your skills and experience. Here's what you can expect:

Initial Screening Call

A conversation with our recruiting team to discuss your background and experience in customer success.

Strategic Account Planning Exercise

An opportunity to demonstrate your strategic thinking and account management skills through a practical exercise.

Interview with Hiring Manager

An in-depth discussion about your work history, achievements, and approach to customer success.

Team Interview

A meeting with potential teammates to assess cultural fit and collaboration skills.

Executive Interview

A final conversation with a senior leader to discuss your strategic thinking and vision for the role.

Ideal Candidate Profile (For Internal Use)

Role Overview

We're seeking a Strategic Customer Success Manager who can effectively manage and grow our highest-value accounts. The ideal candidate will blend strategic thinking, relationship management, and technical acumen to drive customer satisfaction, retention, and revenue growth.

Essential Behavioral Competencies

1. Strategic Thinking: Ability to analyze complex business situations, identify opportunities, and develop long-term account strategies.
2. Relationship Building: Capacity to establish and nurture strong, trust-based relationships with multiple stakeholders at various levels.
3. Data-Driven Decision Making: Skill in leveraging customer usage data and market insights to inform account strategies and recommendations.
4. Consultative Approach: Ability to understand client pain points, translate product features into business benefits, and propose tailored solutions.
5. Cross-Functional Collaboration: Proficiency in working effectively with various internal teams to ensure client success and drive product improvements.

Goals For Role

1. Achieve a net revenue retention rate of [X]% or higher for the strategic account portfolio.
2. Increase product adoption by successfully introducing at least [X] new features or solutions to [X]% of accounts within the fiscal year.
3. Maintain a customer satisfaction score (CSAT) of [X]% or higher across all strategic accounts.
4. Generate at least [X]% of new business revenue through upsells and cross-sells within the existing account base.

Ideal Candidate Profile

• Demonstrated history of managing and growing strategic accounts with high annual contract values
• Strong understanding of B2B SaaS trends, challenges, and best practices
• Experience working with enterprise-level clients and engaging with C-suite executives
• Excellent analytical skills with the ability to translate data into actionable insights
• Proficiency in CRM systems and customer success platforms
• Exceptional communication and presentation skills, with the ability to tailor messaging to diverse audiences
• Proven ability to manage competing priorities and thrive in a fast-paced environment
• Willingness to travel as needed to meet client needs (typically up to 25% of the time)