Manager, Customer Success Strategic Accounts in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Success Strategic Accounts based in the United States.

This is a senior Customer Success leadership role focused on a portfolio of high-value and strategic SaaS customers.
You will lead and develop a team of Customer Success Managers while driving retention, renewals, expansion, and long-term customer value.
The role combines people leadership with executive relationship management, strategic account planning, and rigorous operational execution.
You will oversee complex customer relationships, guide renewal strategies, and personally engage in high-risk or high-value situations.
Data and performance metrics will inform decisions across retention, adoption, customer health, forecasting, and revenue growth.
Working closely with Sales, Product, Marketing, Finance, and Support, you will shape cross-functional strategies that strengthen customer outcomes.
This is an opportunity to make a measurable impact in a fast-moving, remote-first SaaS environment while developing high-performing teams and strategic partnerships.

• Lead, coach, mentor, and develop a team of Customer Success Managers, establishing clear expectations, conducting regular 1:1s and performance reviews, and creating a culture of accountability and continuous improvement.
• Recruit and onboard Customer Success talent, support effective ramp-up, identify capability gaps, and implement training and development programs.
• Inspect team books of business through structured 1:1s, reviewing escalations, OKR progress, customer risk, cancellation forecasts, renewal pipelines, and overall account health.
• Review customer calls and provide actionable coaching on renewal discovery, negotiation, value and ROI positioning, objection handling, and executive communication.
• Manage executive-level relationships across strategic accounts and personally lead or support complex, high-risk, and high-value renewal conversations.
• Own renewal discipline across the portfolio, ensuring early engagement, clear renewal strategies, accurate forecasting, appropriate pricing positions, and timely escalation of exceptions.
• Partner with Sales and Finance/Deal Desk to structure renewal and expansion agreements that protect revenue while creating long-term customer value.
• Ensure accounts maintain outcome-based success plans, strong adoption motions, multi-threaded relationships, and proactive risk mitigation strategies.
• Own the voice-of-customer process, including NPS follow-up, detractor action plans, customer sentiment monitoring, and escalation management within agreed SLAs.
• Develop segment strategies covering account coverage, territory design, resource planning, retention, expansion, and customer engagement.
• Analyze book-of-business trends and customer data to identify opportunities for improved health, adoption, retention, upsell, and cross-sell performance.
• Establish and monitor KPIs and dashboards covering GRR, NRR, churn, expansion, renewal rates, forecast accuracy, logo retention, NPS, adoption, and other leading indicators.
• Prepare regular performance updates for senior leadership, highlighting results, risks, opportunities, and capacity or headcount requirements.
• Collaborate with Sales, Product, Marketing, Support, Finance, and other cross-functional leaders to align priorities and improve customer outcomes.
• Maintain strong product and industry knowledge while ensuring the team remains current on product capabilities, roadmap developments, and relevant enablement.

• 5+ years of relevant experience in Customer Success or Account Management, including at least 2 years in a people leadership role.
• Proven leadership experience within a high-growth, fast-paced SaaS environment.
• Demonstrated success managing strategic or enterprise customer relationships, renewals, retention, and expansion.
• Strong executive presence with the ability to influence and communicate credibly with senior leaders and C-level stakeholders.
• Excellent written and verbal communication skills, with strong attention to detail and a clear, structured approach to communication.
• Strong analytical and operational capabilities, with experience using customer, revenue, health, and renewal metrics to drive decisions.
• Ability to coach teams effectively on account strategy, negotiation, value realization, customer engagement, and commercial outcomes.
• Strong problem-solving and judgment skills, with the ability to navigate complex, multi-party customer situations and escalations.
• Ability to learn new technologies quickly and clearly articulate their value to customers and internal stakeholders.
• Comfortable managing a high volume of customer interactions, team priorities, and competing demands in a dynamic environment.
• Highly organized, proactive, and accountable, with the ability to operate effectively in a remote-first organization.

• Base salary of $120,000–$150,000 USD per year, with final compensation determined by skills, experience, location, and role scope.
• Potential additional compensation through performance bonuses, equity, and a comprehensive benefits package.
• Remote-first work environment with flexibility to work from where you are most productive.
• Unlimited PTO to support flexibility, rest, and sustainable performance.
• Medical, dental, and vision coverage for employees and their families.
• Learning and development programs, including training, mentorship, and professional growth resources.
• Collaborative, high-energy environment with virtual-first ways of working and regular opportunities for in-person connection.
• Equal opportunity workplace committed to inclusion, belonging, accessibility, and respect for diverse backgrounds and perspectives.