Senior Strategic Customer Success Manager

The hiring company is seeking a Senior Strategic Customer Success Manager to own the customer lifecycle for a portfolio of strategic accounts, from onboarding and implementation through adoption, renewal, and growth. The role focuses on building trusted customer relationships, driving measurable outcomes and retention, and partnering with Sales and other teams on customer success plans.

Responsibilities:

• Serve as the primary point of contact for strategic accounts, overseeing onboarding, adoption, renewal, and expansion
• Anticipate customer needs and proactively address challenges to ensure seamless account health and retention
• Successfully onboard customers by guiding deployment, adoption, and full utilization of services
• Monitor customer experience using internal tools and metrics, taking timely action to improve satisfaction and value realization
• Act as a trusted advisor, building strong executive-level relationships and helping customers define and achieve success
• Collaborate with Account Executives, Account Managers, and cross-functional partners to align customer success efforts with growth strategies
• Facilitate business reviews, trainings, webinars, and other key engagements to drive customer adoption and outcomes
• Respond directly to technical inquiries when possible, or coordinate with internal experts to resolve customer issues
• Prepare and deliver compelling presentations tailored to customer needs and goals
• Travel up to 50% as required to support customer engagements

Requirements:

• Bachelors degree in Sales or equivalent professional experience
• 35 years of progressive experience in customer success, sales, consulting, or technical enablement
• Strong background working with Gainsight and Salesforce
• Experience implementing new processes within customer success functions
• Proven ability to build executive-level relationships and drive adoption within enterprise accounts
• Understanding of SaaS environments, including license management, onboarding, training, and success measurement
• Excellent communication, customer service, and presentation skills
• Experience in workforce development, skills-based learning, or EdTech
• Organized, self-motivated, and capable of thriving in a fast-paced, entrepreneurial environment
• Technical aptitude with development and IT solutions
• Experience facilitating executive business reviews and strategy sessions
• Prior success navigating complex enterprise customer relationships