Strategic Customer Success Manager

3+ years of B2B SaaS experience in a Customer Success, Account Management, or Consulting role – MUST
Experience managing Enterprise/Strategic accounts (ACV of $100K+) – MUST
Proven ability to engage with and influence senior executives (VP, C-Level)
Track record of driving expansion within a customer portfolio
Expertise in digital transformation, change management, and complex adoption strategies
Excellent verbal and written communication skills, including executive presentations
Analytical mindset with experience leveraging customer data for decision-making
Ability to thrive in a fast-paced, high-growth environment and drive initiatives independently
Experience collaborating with global teams across different time zones

Develop and execute strategic success plans aligned with customers’ key business objectives to ensure long-term retention and growth.
Build and nurture strong relationships with C-level executives, IT teams, and operational leaders to drive adoption and advocacy.
Partner with customers to solve critical business challenges, implement best practices, and maximize the value of Connecteam’s platform.
Identify expansion opportunities within accounts and collaborate with Sales to drive upsells and cross-sells.
Leverage customer usage analytics and feedback to proactively identify risks, opportunities, and areas for improvement.
Partner with Marketing to develop case studies and promote customer success stories.
Act as the primary escalation point, working cross-functionally to resolve complex challenges quickly and effectively.
Stay ahead of industry trends, competitors, and workforce management best practices to serve as a subject matter expert.