Strategic Customer Success Manager

Strategic Customer Success Manager – Connecteam – United States

As a Strategic Customer Success Manager at Connecteam, you become the trusted advocate for our enterprise clients, ensuring they unlock the full value of our all‑in‑one workforce platform. You will design and execute tailored success plans that drive product adoption, reduce churn, and expand account revenue, directly influencing Connecteam’s market leadership in employee engagement and operations efficiency. This role sits at the intersection of sales, product, and support, giving you visibility into the company’s growth engine and a clear path to senior leadership positions such as Director of Customer Success or VP of Global Services. Your impact spans multiple industries—from retail to field services—where you will shape best‑in‑class customer journeys and champion data‑driven outcomes that fuel both client success and Connecteam’s expansion across the United States.

- Own the end‑to‑end lifecycle of strategic accounts, from onboarding through renewal and expansion.
- Develop and present executive‑level business reviews that translate usage metrics into actionable ROI insights.
- Partner with Product, Engineering, and Marketing to relay customer feedback, influence roadmap priorities, and pilot new features.
- Lead cross‑functional task forces to resolve complex escalations, ensuring a seamless experience for high‑value clients.
- Drive adoption of advanced modules (e.g., scheduling, compliance, analytics) through workshops, webinars, and on‑site training.
- Analyze churn risk indicators and implement proactive retention strategies using CRM and customer health dashboards.
- Mentor junior Customer Success Specialists, fostering a culture of continuous learning and high performance.

Reporting to the Head of Customer Success, you will collaborate daily with Sales Account Executives, Solution Architects, and the Data Science team to align on customer goals and deliver measurable outcomes. The ideal candidate blends strong SaaS expertise, consultative selling acumen, and exceptional communication skills, thriving in fast‑paced, data‑rich environments while maintaining a customer‑first mindset.

Join Connecteam and be part of a purpose‑driven organization that empowers millions of employees to work smarter, not harder. Our culture celebrates curiosity, autonomy, and collaborative problem‑solving, offering you mentorship programs, leadership bootcamps, and tuition reimbursement to accelerate your professional growth. As the workforce landscape evolves, the Strategic Customer Success Manager role is pivotal in shaping how businesses adopt flexible, mobile‑first solutions—making your contributions critical to industry transformation. Experience a flexible hybrid work model, generous PTO, comprehensive health benefits, and a vibrant community that celebrates diversity and innovation. At Connecteam, your career trajectory is limitless, and your success is our success.