Senior Strategic Customer Success Manager

Senior Strategic Customer Success Manager
Remote (Hybrid near Draper, UT or Westlake/Dallas, TX)

Job Summary
The Senior Strategic Customer Success Manager (CSM) is responsible for owning the customer lifecycle for a portfolio of strategic accounts from onboarding and implementation through adoption, renewal, and growth. This role requires building strong, trusted relationships, ensuring measurable business outcomes, and acting as a customer advocate. The CSM will collaborate closely with Sales and other internal teams to design and execute customer success plans that drive long-term value and retention.

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.

Required Qualifications

• 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.

Nice to Have

• Technical aptitude with development and IT solutions.
• Experience facilitating executive business reviews and strategy sessions.
• Prior success navigating complex enterprise customer relationships.

Work Model

• Remote role with hybrid expectations for applicants located within 45 miles of Draper, UT, or Westlake/Dallas, TX offices (on-site Tuesday - Thursday; remote flexibility Monday & Friday).

Why You'll Love Working Here

• Mission-driven culture focused on innovation and lifelong learning.
• Blended remote and hybrid workplace flexibility.
• Strong commitment to diversity, belonging, and team member growth.
• Comprehensive benefits including competitive compensation, medical coverage, unlimited PTO, Summer Fridays, wellness reimbursements, professional development funds, and more.