Strategic Customer Success Manager

About the Role
  
Reporting to the senior customer leadership function, this role is responsible for owning and deepening relationships across a portfolio of strategic accounts. The focus is on driving successful onboarding, accelerating adoption, and expanding long-term value realization across complex customer environments.
The Strategic Customer Success Manager will develop a strong understanding of the organization’s solutions and each customer’s operating landscape, enabling them to provide informed guidance, surface opportunities, and align outcomes to business objectives.
Acting as the primary strategic contact, the role partners closely with commercial, product, and delivery teams to ensure alignment between customer needs and the evolving solution. Success in this position is measured by building executive credibility, strengthening multi-level relationships, driving retention and growth, and cultivating customers into long-term champions.
  
Key Responsibilities

• Take full responsibility for the customer journey within a portfolio of high-value accounts, from initial rollout through ongoing value realization
• Coordinate and oversee onboarding and solution activation to ensure a structured and effective launch
• Provide enablement sessions and practical guidance to support adoption and operational best practice
• Track engagement and usage trends, identifying potential risks early and implementing retention strategies
• Develop durable, trust-based relationships that encourage long-term partnership and customer advocacy
• Spot growth opportunities within existing accounts and progress expansion initiatives in collaboration with commercial teams
• Facilitate periodic strategic reviews to assess performance, outcomes, and evolving priorities
• Capture customer insights and relay structured feedback to enhance overall experience and service delivery
• Work cross-functionally with product stakeholders to inform roadmap considerations based on real-world use cases
• Coordinate with support and operational functions to ensure consistent service quality and issue resolution

Requirements

• 5+ years of experience in Customer Success, client management, or a closely related field
• Strong skills in managing projects, including onboarding, training, and solution implementation
• Comfortable using CRM systems, business intelligence platforms, and project management tools
• Excellent written and verbal communication skills across multiple channels
• Track record of defining and implementing best practices, processes, and operational standards
• Demonstrated accountability and focus on achieving positive outcomes for customers
• Experience leading, mentoring, or coaching teams or individual contributors
• Preferred: Background in industries such as construction, logistics, safety, or facilities management