Strategic Customer Success Manager
Kentik
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $164,000 - $180,000 per year
About the role
- Establish and nurture relationships with key customer stakeholders, including C-level executives and senior leadership, to align on strategic objectives and ensure Kentik is delivering quantifiable business value.
- Take ownership of a portfolio of our most strategic customers, defining and executing a proactive success plan that maps Kentik's solutions to their long-term business goals and desired outcomes.
- Systematically track and report on product adoption, health scores, and key performance indicators (KPIs) to proactively identify risks and opportunities for expansion, leveraging these insights to ensure customer ROI.
- Act as the internal champion for your customers, collaborating with and leading cross-functional teams (Account Executives, Sales Engineers, Product, and Engineering) to resolve complex challenges and drive the strategic direction of their account.
- Develop and own the renewal strategy for your book of business. Identify and cultivate upsell and expansion opportunities, working closely with the sales organization to grow the account footprint.
- Serve as the voice of the customer within Kentik, translating critical feedback and market trends into actionable insights for our product and leadership teams to influence the product roadmap.
Requirements
- A minimum of 7-10 years of experience in a senior-level Customer Success, Strategic Account Management, or similar client-facing role within the SaaS industry.
- Proven track record of managing a portfolio of large enterprise or strategic accounts, consistently meeting or exceeding renewal and expansion targets.
- Demonstrated ability to engage and build trust with C-level executives and senior business leaders.
- Deep understanding of SaaS business models, value drivers, and the customer lifecycle.
- Expertise in leveraging data and analytics to drive customer success and identify key business insights.
- Exceptional communication and presentation skills, with the ability to articulate complex technical and business concepts to diverse audiences.
- Experience with revenue recognition in a SaaS framework is highly desired.
- Experience with networking or related technology is a strong plus.
- Ability to travel up to 25% to build in-person relationships and support strategic initiatives.
Benefits
- 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
- Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
- Paid family & medical leave
- Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
- 401(k) retirement account
- Home office reimbursement
- Stock options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaSdata analyticscustomer lifecycle managementrevenue recognitionaccount managementportfolio managementKPI trackingproduct adoptionupsellingexpansion strategy
Soft Skills
relationship buildingcommunicationpresentationtrust buildingcollaborationleadershipstrategic thinkingproblem solvingcustomer advocacyinfluencing