Strategic Customer Success Manager

Miter

Strategic Customer Success Manager managing complex relationships and retention for high-value accounts. Collaborating across teams to enhance customer experience and drive solutions.

Posted 7/21/2026full-timeRemote • California, New York • 🇺🇸 United StatesMid-LevelSenior💰 $140,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing strategic accounts with a focus on gross and net revenue retention, while building strong relationships with C-suite executives. Proficient in account planning, project management, and leveraging data to drive customer success and expansion.

Highest-signal resume keywords

Customer Success ManagementAccount PlanningC-Suite Relationship BuildingRevenue RetentionData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementProject ManagementData AnalysisRevenue ForecastingCustomer Success Qualified Leads (CSQL)Integration UnderstandingTechnical DocumentationValue-Realization RoadmapsRisk RegistersSuccess Metrics

Soft Skills

Highly OrganizedDetail-DrivenAdaptableStrong CommunicationProblem Solving

Tools & Technologies

ExcelGoogle Sheets

Industry Keywords

PayrollHCMERPAccountingTaxFinancial ProductsOperational ProductsConstruction Industry Exposure

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Own a portfolio of strategic accounts (~$2–$3M in ARR) and carry the number for both gross revenue retention (GRR) and net revenue retention (NRR), proactively forecasting and de-risking every renewal.
Drive deep, durable adoption of the Miter platform across payroll, HR, and finance workflows — monitoring health signals, building success plans, and intervening early to keep accounts on track to value.
Identify, qualify, and advance Customer Success Qualified Leads (CSQLs) — surfacing upsell and cross-sell opportunities and partnering with Sales to convert them into expansion revenue.
Establish and deepen trusted-advisor relationships with executive sponsors (CEO, CFO, COO, VP of HR/Operations), running executive business reviews that tie Miter to measurable business outcomes.
Build and maintain account plans for each customer — stakeholder maps, success metrics, value-realization roadmaps, and risk registers — and execute against them with clear milestones.
Serve as the point of accountability when issues arise, coordinating cross-functional response, communicating clearly with executives, and driving escalations to resolution.
Operate with minimal oversight to push initiatives, renewals, and expansion efforts across the finish line — owning outcomes end-to-end, not just activities.
Work closely with Launch, Sales, Solutions Engineering, Support, Product, and Engineering to ensure seamless handoffs, relay customer insights, and advocate for improvements that reflect customer needs and industry trends.
Contribute to playbooks, process improvements, and team best practices — turning learnings into leverage as we grow the Strategic CS motion.

Requirements

What you’ll need

6+ years in customer success, account management, consulting, or a fast-growing services/ops role — ideally owning enterprise or strategic accounts
Demonstrated ownership of an Enterprise book of business with a track record of strong gross and net revenue retention and expansion against quota
Experience building relationships with and presenting to C-suite and senior executive stakeholders
Experience with payroll, accounting, tax, HCM, ERP, or other financial/operational products
Strong account-planning and project-management skills; able to manage multi-month initiatives and drive them to completion
Comfort working with data (Excel/Sheets) to diagnose health, quantify value, and build the business case for expansion
Ability to understand integrations, APIs, and technical documentation well enough to unblock customers
Consistently handle escalated account situations and drive them to resolution while keeping internal executives and client stakeholders aligned.
Highly organized, detail-driven, and adaptable when things aren’t fully defined
HCM, ERP, and/or construction industry exposure (a plus)

Benefits

Comp & perks

Competitive Compensation: We offer competitive (well above “market”) salary, commission, and equity packages.
Medical Insurance: Comprehensive medical, dental, FSA, vision plans to suit you and your family’s needs.
401(k) Retirement Plan: Company-matched contributions to help you plan for your future.
Flexible PTO: Take the time you need to recharge and be your best self.
Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents.
Learning & Development: We offer every employee an annual educational allowance to explore external professional development.
Office Extras: Snacks, coffee, lunch, and commuter benefits for in-office Mitosaurs.
Community: Company-wide and team-specific off-sites per year.