Strategic Customer Success Manager
arkham talentNew York (NY)
About the role
Senior Strategic Customer Success Manager Hey! Thanks for checking out the job posting here. In an effort to save everyones time, I wanted to leave a few MUSTs: Hybrid NYC 2-3 days Marketing as an ICP a must (martech, adtech, agency, marketing ai) Start up experience In this role, you'll be responsible for the ongoing health and growth of a select group of our largest enterprise customers. You'll dig into what each customer is trying to achieve, identify the people and processes that drive results, and shape a plan that increases usage, proves value, secures renewals, and uncovers growth.
What you'll do:
- Guide customers through every stage of their journey, from onboarding and adoption to expansion and renewal, keeping satisfaction and value front and center
- Build and carry out strategic plans for a portfolio of large, multifaceted enterprise accounts
- Develop trusted relationships at every level, from executive sponsors and C-suite leaders to day-to-day users
- Learn each customer's goals and turn them into clear success plans with measurable KPIsExpand usage across teams, departments, and workflows by spotting opportunities, removing obstacles, and sharing what works
- Catch warning signs early and put proactive plans in place to safeguard outcomes and renewals
- Uncover ways to grow the platform's presence within each account and deliver more value
- Run executive business reviews that tie platform usage and results to the customer's larger priorities
- Turn customers' workflow pain points into opportunities to get more from the platform, including AI-powered, governed content creation
- Track usage and engagement data and use those insights to steer account strategy
- Represent the customer's perspective internally, working with Product, Marketing, and others to improve the experience and shape the roadmap
- Contribute to the growth of the Customer Success team through internal projects, shared best practices, and repeatable processes
- What you bring 6+ years in Customer Success, Account Management, or Sales at a SaaS, Martech, or AI company, ideally working with large enterprise customers
- A history of managing and growing a book of business within complex enterprise organizations
- Consistent results hitting or beating retention targets and delivering measurable customer outcomes
- Commercial experience handling renewals, expansion deals, and customer negotiations
- Skill in building account plans, mapping stakeholders, and establishing relationships across multiple levels and functions
- Confident executive presence and experience advising and presenting to senior leaders
- The ability to connect customer priorities to concrete success plans and persuasive value narratives
- Sharp analytical, communication, relationship-building, and problem-solving skills
- Experience collaborating within cross-functional account teams
- Familiarity with the digital marketing landscape; background in email technology, marketing operations, or related platforms is a bonus
- An ownership mindset: you see what needs to be done, build the plan, and make it happen
Before you apply
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A number in mind
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Your notice period
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