Strategic Customer Success Manager
Core
Leads strategic customer success, coaching teams to drive security-focused value realization, manage delivery programs, and accelerate growth while minimizing churn.
Role type
Senior IC Strategic Customer Success Manager (People Management)
Builds
Customer Success Plans (CSP), delivery roadmaps, and strategic account outcomes
Domain
Enterprise software / Cybersecurity / Customer Success
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic account management, stakeholder influence, delivery program leadership, team coaching, business value articulation, risk escalation, cross-sell/upsell strategy, roadmap planning, retention management
Preferred skills
Change management, digital transformation advocacy, executive communication
Technologies
Customer Success Platforms (CSP), Project Management tools
Responsibilities
Collect and analyze stakeholder feedback to identify customer patterns and pain points; Prioritize resource efforts to meet critical customer needs including security and resiliency; Coach team on delivering strategic roadmaps and managing executive expectations; Lead executive escalation management and delivery program reviews; Run business rhythms to review delivery excellence metrics; Expand customer relationships to create growth opportunities; Guide team in mobilizing resources to resolve blockers and accelerate consumption.
Seniority
Senior, hands-on IC with people management responsibilities