Strategic Accounts Customer Success Manager (CSM IC)
Core
Strategic Accounts Customer Success Manager responsible for the largest enterprise clients, driving adoption, satisfaction, renewals, and upsells for a fleet management SaaS platform.
Role type
Senior IC Strategic Accounts Customer Success Manager
Builds
Customer retention, expansion revenue, and product adoption for Fortune 500 and large enterprise clients in transportation, logistics, construction, and other industries.
Domain
SaaS / Fleet Management / Transportation & Logistics
Required skills
Enterprise account management, customer success management, strategic relationship building, upsell and expansion strategy, renewal management, product adoption enablement, cross-functional collaboration, data-driven value realization, technical product expertise, project management
Preferred skills
C-suite relationship management, niche industry domain expertise, beta program participation, case study development, thought leadership engagement
Technologies
SaaS platforms, fleet management software, CRM systems, data analytics tools
Responsibilities
Establish and oversee customer adoption, training, and best practices; Develop strong working relationships at multiple management levels including C-Suite; Collaborate with product managers to manage enhancement requests; Act as a subject matter expert for strategic accounts; Identify upsell and expansion opportunities to grow NRR; Gather intelligence on client needs and usage patterns; Act as an escalation point for all customers; Identify areas for improvement in customer experience and processes
Seniority
Senior, hands-on IC
