Senior Customer Success Manager, Strategic Accounts

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Success Manager, Strategic Accounts in United States.

This role is a high-impact, strategic customer leadership position focused on managing and growing relationships with enterprise and mission-driven organizations across North America. The Senior Customer Success Manager acts as a trusted advisor to key clients, ensuring successful adoption of a workforce development and English upskilling platform that drives measurable outcomes for employees and organizations. This position owns the full customer lifecycle, from onboarding through renewal, with a strong emphasis on retention, expansion, and long-term partnership value. The role operates in a fast-paced, fully remote, and highly collaborative environment, requiring strong cross-functional coordination with Sales, Product, Operations, and Data teams. It blends strategic account management, data-driven decision-making, and consultative partnership to deliver meaningful customer impact. This is an opportunity to work in a mission-driven context where customer success directly supports workforce inclusion and economic mobility at scale.

• Own and manage a portfolio of strategic enterprise accounts, driving success across onboarding, adoption, engagement, retention, and renewal.
• Serve as a trusted advisor to senior stakeholders, delivering business reviews, success plans, and strategic guidance aligned with customer workforce development goals.
• Lead complex onboarding and implementation processes, ensuring strong early adoption and measurable learner outcomes.
• Analyze customer data, engagement metrics, and usage trends to proactively identify risks, expansion opportunities, and success strategies.
• Act as the primary escalation point for key accounts, ensuring timely resolution of issues and maintaining high levels of customer satisfaction.
• Drive platform adoption through training, enablement, and best-practice guidance tailored to customer needs.
• Partner closely with Sales, Product, Operations, Marketing, and Data teams to support customer strategy, renewals, and expansion opportunities.
• Maintain accurate account documentation, health tracking, and renewal forecasting using CRM and customer success tools.
• Support customer advocacy initiatives, including case studies, testimonials, and referral opportunities.
• Contribute to continuous improvement of customer success processes and playbooks.

Requirements:

• 5–7 years of experience in Customer Success, Strategic Account Management, Consulting, or similar client-facing roles within SaaS or EdTech environments.
• Proven success managing complex enterprise accounts with strong outcomes in retention, adoption, and revenue expansion.
• Experience working with workforce development programs, education partners, or public-sector organizations is strongly preferred.
• Strong business acumen with the ability to align customer goals to measurable outcomes and strategic solutions.
• Data-driven mindset with experience using analytics to guide account strategy and customer engagement.
• Excellent communication and relationship-building skills, with the ability to influence executive-level stakeholders.
• Strong project management, organizational, and problem-solving abilities in a fast-paced environment.
• Experience collaborating cross-functionally with Sales, Product, Operations, Marketing, and Support teams.
• Proficiency with CRM tools, reporting systems, and collaboration platforms such as Google Workspace and Slack.
• Fluency in English required; Spanish fluency is strongly preferred.
• Ability to manage customer escalations with professionalism, diplomacy, and composure.
• Willingness to travel occasionally (approximately 8–10 travel days per year).

Benefits:

• Competitive compensation range of $78,000 – $110,000, with potential variable compensation plan
• Comprehensive benefits package including medical, dental, and 401(k) retirement plan
• Home office reimbursement to support remote work setup
• Professional development budget to support continuous learning and growth
• Fully remote work environment with a collaborative and mission-driven culture
• Opportunity to contribute to meaningful social impact in workforce development and education access
• Exposure to strategic enterprise customers and high-growth SaaS environment