Strategic Customer Success Manager

About Our Client

Our client is a network intelligence platform for modern infrastructure teams. Unlike traditional monitoring and observability tools, it demystifies complex network operations, enabling organizations to deliver applications and innovation at scale. Built by network experts to make critical insight accessible to every engineer, this platform is the real-time source of truth that understands every network in context — from data center to cloud to the internet. This single platform unifies and correlates cloud, device, flow, and synthetic data to turn telemetry into action. Market leaders rely on this platform to run, manage, and optimize their networks.

About The Role

At this organization, the most important asset is the customer base, and there is a commitment to building deep, lasting partnerships that extend far beyond the initial sale. The organization is seeking a Strategic Customer Success Manager to serve as a trusted advisor to a portfolio of its most critical accounts. In this role, the individual will be the single point of accountability for the entire customer journey, driving adoption, maximizing value realization, and ensuring a predictable renewal and growth trajectory.

The individual will operate at the intersection of customers’ business goals and the product capabilities, translating their long-term vision into tangible success outcomes. This role requires navigating complex organizational structures, engaging with C-level executives, and articulating the organization's value in the context of their strategic initiatives. This is a highly visible, high-impact role requiring a seasoned professional with a "get it done" mindset and a passion for building successful, enduring customer relationships.

Key Responsibilities

• Executive Business Partnership: Establish and nurture relationships with key customer stakeholders, including C-level executives and senior leadership, to align on strategic objectives and ensure the platform is delivering quantifiable business value.

• Strategic Account Management: Take ownership of a portfolio of the organization's most strategic customers, defining and executing a proactive success plan that maps the platform's solutions to their long-term business goals and desired outcomes.

• Drive Value Realization: Systematically track and report on product adoption, health scores, and key performance indicators (KPIs) to proactively identify risks and opportunities for expansion, leveraging these insights to ensure customer ROI.

• Cross-Functional Leadership: Act as the internal champion for customers, collaborating with and leading cross-functional teams (Account Executives, Sales Engineers, Product, and Engineering) to resolve complex challenges and drive the strategic direction of their account.

• Renewal & Growth Strategy: Develop and own the renewal strategy for the book of business. Identify and cultivate upsell and expansion opportunities, working closely with the sales organization to grow the account footprint.

• Advocacy & Feedback: Serve as the voice of the customer within the organization, translating critical feedback and market trends into actionable insights for product and leadership teams to influence the product roadmap.

Required Qualifications

• A minimum of 7-10 years of experience in a senior-level Customer Success, Strategic Account Management, or similar client-facing role within the SaaS industry.
• Proven track record of managing a portfolio of large enterprise or strategic accounts, consistently meeting or exceeding renewal and expansion targets.
• Demonstrated ability to engage and build trust with C-level executives and senior business leaders.
• Deep understanding of SaaS business models, value drivers, and the customer lifecycle.
• Expertise in leveraging data and analytics to drive customer success and identify key business insights.
• Exceptional communication and presentation skills, with the ability to articulate complex technical and business concepts to diverse audiences.
• Experience with revenue recognition in a SaaS framework is highly desired.
• Experience with networking or related technology is a strong plus.
• Ability to travel up to 25% to build in-person relationships and support strategic initiatives.

What They offer

This is a fully remote role that operates globally. The organization seeks professionals that will help it thrive as an organization, and in turn, to broaden and enhance their careers. The compensation philosophy encompasses a fair program for all in order to attract, engage and retain talented individuals who will drive the business and wow customers.

The base salary range for this position is: $164,000 - $180,000, with an expected overall targeted earnings (OTE) range of: $205,000 - $225,000. The salary range and OTE reflect the low and high end of the U.S. range the organization reasonably and generally expects to pay the hired candidate in this role. The actual compensation offered may be lower or higher than the stated range depending on various factors, including but not limited to:

• Experience with the skill sets required for success
• Demonstrated competencies and potential
• A geographic market-based approach

In addition to a great career opportunity, the organization offers stellar benefits for its employees, which include:

• 100% of premiums are paid by the company for health, vision and dental coverage for the employee and their dependents
• Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
• Paid family & medical leave
• Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
• 401(k) retirement account
• Home office reimbursement
• Stock options

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”