Senior Customer Success Manager, Strategic

Role Overview

As a Senior Customer Success Manager, you will serve as a strategic advisor for high-value, high-complexity customers. You will work with customers to define success metrics, architect strategic adoption plans, and ensure measurable growth throughout their lifecycle.

What You Will Do

You will independently manage escalations, lead high-revenue renewals, and drive strategic expansion opportunities that may extend beyond the current product portfolio.

Why It Might Be a Fit

You will excel at strategic communication and data-driven storytelling, tailoring your approach for business owners, executives, and internal leadership.

Requirements

• 5+ years of experience managing high-value, complex customers in a fast-paced SaaS or technology environment
• Deep product and industry understanding with the ability to translate needs into strategic recommendations and influence roadmap discussions
• Advanced communication skills, including executive-level communication and data-driven storytelling
• Proven ability to independently manage escalations, high-risk renewals, and complex customer situations
• Consistent record of meeting or exceeding retention and expansion metrics, including elevated quotas
• Demonstrated leadership through mentoring, cross-functional collaboration, and contribution to process/playbook improvements
• Ability to synthesize data into actionable insights for both customers and internal teams
• Strong problem-solving skills, creative strategic thinking, and comfort navigating ambiguity

Benefits

• Competitive and fair compensation
• Variable pay
• Robust benefits package
• Discount through Dell
• Gympass for a great workout
• Telus Employee Assistance Program for mental health resources
• Wellness and childcare subsidy
• University/Education discount