Enterprise Customer Success Manager
About the position The Strategic Customer Success Manager is responsible for overseeing Connecteam's most significant and high-value Enterprise and Strategic customers in the US. This role requires a proactive, consultative, and data-driven approach to Customer Success, ensuring long-term client retention, expansion, and advocacy. The ideal candidate will have a strong background in enterprise SaaS, a deep understanding of workforce management processes, and the ability to act as a trusted advisor to executive stakeholders. They will leverage their expertise in digital transformation, change management, and adoption strategies to drive value realization across complex organizations. This is a fully remote position. The ideal candidate must be based in the United States and be comfortable working across multiple time zones. Responsibilities • Develop and execute strategic success plans aligned with customers' key business objectives to ensure long-term retention and growth. • Build and nurture strong relationships with C-level executives, IT teams, and operational leaders to drive adoption and advocacy. • Partner with customers to solve critical business challenges, implement best practices, and maximize the value of Connecteam's platform. • Identify expansion opportunities within accounts and collaborate with Sales to drive upsells and cross-sells. • Leverage customer usage analytics and feedback to proactively identify risks, opportunities, and areas for improvement. • Partner with Marketing to develop case studies and promote customer success stories. • Act as the primary escalation point, working cross-functionally to resolve complex challenges quickly and effectively. • Stay ahead of industry trends, competitors, and workforce management best practices to serve as a subject matter expert. Requirements • 3+ years of B2B SaaS experience in a Customer Success, Account Management, or Consulting role - MUST • Experience managing Enterprise/Strategic accounts (ACV of $100K+) - MUST • Proven ability to engage with and influence senior executives (VP, C-Level) • Track record of driving expansion within a customer portfolio • Expertise in digital transformation, change management, and complex adoption strategies • Excellent verbal and written communication skills, including executive presentations • Analytical mindset with experience leveraging customer data for decision-making • Ability to thrive in a fast-paced, high-growth environment and drive initiatives independently • Experience collaborating with global teams across different time zones Nice-to-haves • Experience working in an international, remote-first SaaS company • Background in HR Tech, Workforce Management, or related industries Benefits • Medical coverage. • Insurance plan. • Paid time off for vacation, sick days. • 401(k) Apply tot his job