Strategic Customer Success Manager (Associations)

Role Overview

The Strategic Customer Success Manager for Associations will build the function from scratch, working with association CEOs and Executive Directors to help them hear from their members at a scale that has never been possible before. The role requires 7+ years of experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company or management consulting.

What You Will Do

The manager will own and nurture strategic relationships with association customers, guide them through key lifecycle stages, and develop strategic success plans. They will also identify and drive expansion opportunities, build the CS playbook for the vertical, and collaborate with Product, Marketing, and Solutions teams.

Why It Might Be a Fit

The ideal candidate will have a strategic, customer-centric mindset, exceptional presentation and communication skills, and the ability to navigate C-level conversations. They will also have experience managing complex stakeholder ecosystems and building a function from scratch.

Requirements

• 7+ years’ experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company or management consulting (MBB or equivalent)
• Experience working with or inside associations, professional societies, trade organizations, or other membership bodies is a strong advantage
• Experience managing strategic accounts with complex stakeholder ecosystems, including boards, committees, and volunteer leadership
• A track record of building a function, process, or playbook from scratch, ideally at an early-stage company
• Strategic, customer-centric mindset with a track record of identifying and driving growth opportunities within accounts
• Exceptional presentation, written, and verbal communication skills, with the ability to engage both technical and non-technical audiences
• Comfort navigating C-level and board-level conversations and facilitating high-impact meetings
• Strong commercial acumen; able to identify value drivers and influence buying behavior
• Strong multitasking and prioritization skills, with the ability to assess and respond to situational urgency effectively
• Willingness to travel regularly for customer engagements and association events
• Experience with SaaS, particularly B2B or vertical software, is a plus; familiarity with association management systems (AMS) is a bonus
• Research interests and academic credentials are a major advantage