Strategic Customer Success Manager

Kentik is the network intelligence platform for modern infrastructure teams, and they are seeking a Strategic Customer Success Manager to serve as a trusted advisor to a portfolio of their most critical accounts. In this role, you will drive adoption, maximize value realization, and ensure a predictable renewal and growth trajectory for customers.

Responsibilities:

• Establish and nurture relationships with key customer stakeholders, including C-level executives and senior leadership, to align on strategic objectives and ensure Kentik is delivering quantifiable business value
• Take ownership of a portfolio of our most strategic customers, defining and executing a proactive success plan that maps Kentik's solutions to their long-term business goals and desired outcomes
• Systematically track and report on product adoption, health scores, and key performance indicators (KPIs) to proactively identify risks and opportunities for expansion, leveraging these insights to ensure customer ROI
• Act as the internal champion for your customers, collaborating with and leading cross-functional teams (Account Executives, Sales Engineers, Product, and Engineering) to resolve complex challenges and drive the strategic direction of their account
• Develop and own the renewal strategy for your book of business. Identify and cultivate upsell and expansion opportunities, working closely with the sales organization to grow the account footprint
• Serve as the voice of the customer within Kentik, translating critical feedback and market trends into actionable insights for our product and leadership teams to influence the product roadmap

Requirements:

• A minimum of 7-10 years of experience in a senior-level Customer Success, Strategic Account Management, or similar client-facing role within the SaaS industry
• Proven track record of managing a portfolio of large enterprise or strategic accounts, consistently meeting or exceeding renewal and expansion targets
• Demonstrated ability to engage and build trust with C-level executives and senior business leaders
• Deep understanding of SaaS business models, value drivers, and the customer lifecycle
• Expertise in leveraging data and analytics to drive customer success and identify key business insights
• Exceptional communication and presentation skills, with the ability to articulate complex technical and business concepts to diverse audiences
• Ability to travel up to 25% to build in-person relationships and support strategic initiatives
• Experience with revenue recognition in a SaaS framework is highly desired
• Experience with networking or related technology is a strong plus