Job Details

About the Role The Senior Strategic Customer Success Manager (CSM) is responsible for owning the full customer lifecycle for a set of high-value strategic accounts—from onboarding and implementation to adoption, renewal, and growth. You'll work closely with Sales and cross-functional teams tobuild value-based relationships, ensure the realization of business outcomes, and secure long-term customer loyalty. This is a high-impact role for a proactive relationship builder, trusted advisor, and customer advocate who thrives in fast-paced SaaS environments. Who You Are You're intellectually curious, adaptable, and not afraid to experiment or learn from failure. You bring self-awareness and empathy to communication. You put the team before individual success. You welcome feedback and constantly seek growth. What You'll Do Own the full customer lifecycle: Onboard, adopt, renew, and grow your book of strategic accounts. Build strong executive relationships: Become a trusted advisor at all levels, especially with C-level stakeholders. Drive customer outcomes: Identify customer goals, align them with success plans, and proactively ensure adoption and ROI. Monitor account health: Leverage tools like Gainsight and Salesforce to track engagement, utilization, and sentiment—take action where needed. Collaborate cross-functionally: Partner with Account Executives, Account Managers, Product, and others to deliver seamless success. Lead strategic engagements: Facilitate QBRs, workshops, trainings, and webinars to reinforce value and support client growth. Resolve technical issues: Act as a frontline responder or liaison to technical support teams as needed. Innovate and optimize: Recommend and implement new processes that elevate the customer success function. Travel: Be willing to travel up to 50% to meet client and internal team needs. Experience & Skills You'll Bring 3–5 years of progressive experience in customer success, sales, consulting, professional services, or technical enablement. Experience in workforce development, skills-based learning, or EdTech strongly preferred. Demonstrated success managing strategic, high-value accounts. Excellent communication, executive presence, and presentation skills. Working knowledge of SaaS business models and customer lifecycle management. Proficient in Gainsight, Salesforce, and customer health tracking tools. Basic technical aptitude with software development or IT concepts. Strong time management and prioritization skills in entrepreneurial settings. Passionate about representing the voice of the customer internally. Requirements Bachelor's Degree in Sales, Business, or related field (or equivalent experience). Proficiency with Gainsight and Salesforce. Experience implementing new customer success processes. Comfortable in a remote-first environment, with hybrid expectation for employees near Draper, UT or Westlake/Dallas, TX (Tues–Thurs onsite; Mon & Fri remote). Why You'll Love Working Here Blended work model with flexible remote and hybrid options. Mission-driven culture built on autonomy, learning, and collaboration. Strong commitment to diversity, equity, inclusion, and belonging. Access to ongoing professional development, upskilling, and mentorship. Competitive compensation, unlimited PTO, Summer Fridays, wellness reimbursements, and more. Physical Requirements Standard office or home office setup; primarily computer-based work. Seniority Level Mid-Senior level Industry Technology, Information and Media Employment Type Full-time Job Functions Sales Management Education Skills Mentoring Customer Success Enablement Sales Management Communication Business Customer Loyalty Software as a Service (SaaS) Technical Enablementaa415a4b-8b21-40fc-a65c-70d2b25ca29a