Strategic Customer Success Manager

About The Team

About The Role

• As a Strategic Customer Success Manager, you will own a portfolio of high-value enterprise accounts, with clear responsibility for retention, growth, and customer outcomes.
• You will act as a trusted advisor to senior stakeholders, leading account strategy, identifying expansion opportunities, and ensuring customers realise measurable value from the platform.
• This is a commercially focused role, requiring strong ownership of Net Revenue Retention (NRR), expansion, and long-term account growth.
• Success in this role will be measured by retention, expansion, NRR performance, and the ability to drive measurable customer outcomes.
• You will also play a key role in shaping team standards, supporting onboarding, and contributing to the development of a high-performing Customer Success function.
• This role requires \~25% travel and is suited to someone comfortable operating in a fast-paced, high-growth environment.
• You're excited about this opportunity because you will…
• Own a portfolio of strategic enterprise accounts, with accountability for retention, expansion, and Net Revenue Retention (NRR)
• Lead account strategy, identifying growth opportunities across product adoption, feature penetration, and commercial expansion
• Act as a trusted advisor to senior stakeholders, aligning platform capabilities to customer business goals and KPIs
• Drive value realisation, using data and insights to demonstrate ROI and influence customer decision-making
• Lead executive-level engagements, including QBRs, on-sites, and strategic reviews
• Identify and progress expansion opportunities, partnering closely with Sales where required
• Monitor account performance, using data to proactively identify risks and opportunities
• Champion the customer internally, ensuring feedback and insights inform product and business decisions
• Collaborate cross-functionally with Sales, Product, and Operations to deliver against customer and business goals
• Contribute to team development, supporting onboarding, mentoring, and evolving best practices
• We're excited about you because…
• You have significant experience in Customer Success or Account Management within B2B SaaS, ideally working with enterprise customers
• You have a strong track record of driving retention, expansion, and commercial outcomes (e.g. NRR, upsell, cross-sell)
• You are comfortable operating at a strategic level, building relationships with senior and C-level stakeholders
• You bring strong commercial acumen, with the ability to identify and progress revenue opportunities
• You are highly data-driven, using insights to inform decisions and influence customers
• You have experience working cross-functionally with Sales, Product, and Engineering teams
• You are confident leading executive conversations, QBRs, and strategic planning sessions
• You have a strong understanding of hospitality or operational workflows, or a clear interest in the space
• You are proactive, structured, and comfortable operating in a fast-paced, evolving environment
• Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
• We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC.
• As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications.
• We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.
• The Covey tool has been reviewed by an independent auditor.
• Results of the audit may be viewed here: Covey

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