Strategic Customer Success Manager

United States Digital Space LLC; Toronto; Hybrid; CAD 130,000 - 180,000; Full time

Benefits offered by this job

Equity

Employee stock purchase plan

Flexible paid time off

20 weeks fully-paid parental leave

RRSP matching

Health, dental, and vision benefits

Job summary

United States Digital Space LLC is seeking a Strategic Customer Success Manager in Toronto to guide top accounts through multi-year IT transformations. You will partner with CIO/CTO leaders to align company capabilities with roadmaps, drive retention, and advocate for customers across global resources.

The role demands 9–12+ years in technical customer-facing roles and a bachelor’s degree in CS/STEM or equivalent.

Qualifications

• 9–12+ years in a technical, customer-facing role for a deeply technical product.
• Experience being accountable for customer health and revenue realization for strategic accounts.
• Excellent written and verbal communication with C-suite influence.
• Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

Responsibilities

• Proactively identify and mitigate complex consumption risks by aligning technical goals with success metrics for strategic accounts.
• Conduct comprehensive business reviews, analyze technical health and operations, translate insights into strategic outcomes for C-suite and tech leaders.
• Track progress against strategic outcomes, forecast for high-value portfolios, and drive data-informed growth for presales expansion.
• Maintain data hygiene in internal systems to provide a single source of truth for customer insights and territory analysis.

Skills

Technical customer success

Solutions architecture

Professional services

Technical account management

Education

Bachelor's degree in Computer Science/STEM

Job description

Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business and technical savvy, Customer Success keeps the company at the center of our customers’ technology strategy, and ensures every customer can realize the full potential of their investment.

The Role

As a Strategic Customer Success Manager, you are a trusted technical and business advisor helping our most significant strategic accounts navigate their long-term roadmaps on the company. You’ll be responsible for maximizing customer lifetime value and success for a book of G2000 business, acting as a strategic partner to C-suite and technical leaders to align the company’s capabilities with their multi-year IT transformations. You’ll drive customer retention, proactive consumption, and executive-level advocacy. You’ll build deep relationships with CIO/CTO personas, understand the nuances of complex market challenges, and orchestrate global resources to deliver transformative business value where your customers need it most.

We are looking to speak to candidates who are based in Toronto, ON for our hybrid working model.

Key Responsibilities

Customer Advisory

• Proactively identify and mitigate complex consumption risks by combining technical goals with success metrics and advising on sophisticated architectural strategies. Deliver optimal solutions for significant strategic accounts, accelerating time-to-value and guiding customers to achieve high-stakes business goals through their the company roadmap
• Conduct comprehensive customer business reviews for complex accounts, analyzing technical health and operational performance while translating insights into strategic value-based outcomes. Partner with C-suite and technical leaders to align on objectives and champion alignment of joint roadmaps that foster significant database growth

Account & Portfolio Management

• Lead the cross-functional development of comprehensive account programs, outlining key deliverables and resource allocations that drive customer maturity and global revenue realization. Proactively manage a portfolio of the company’s most significant strategic accounts, developing and executing high-impact strategies to maximize value realization, executive advocacy, and long-term success
• Track and report progress against strategic outcomes, provide high-precision forecasting for high-value portfolios to senior leadership, and identify data patterns to drive growth and support presales expansion
• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Use AI-driven innovation to scale best practices globally, transform consumption patterns, and create advanced technical solutions for strategic accounts

Internal Collaboration & Customer Advocacy

• Serve as the strategic voice of the customer within the company, leveraging insights from complex environments and unique use cases to directly influence the product roadmap and coordinate cross-functional execution
• Connect customers with the right internal resources, including high-level Marketing programs and Executive Sponsor alignment, while leading collaborative learning sessions to ensure the company maximizes value for our most significant accounts
• Orchestrate complex cross-functional initiatives, such as global migrations and modernization factories, by directing dedicated account teams to enable consumption growth

What You Will Bring

• Relevant Experience: 9 to 12+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product
• Accountability: 6+ years experience being accountable for customer health and revenue realization for a defined book of strategic G2000 business
• Communication: Excellent verbal and written skills with the proven ability to influence technical and business outcomes at the C-suite level without direct authority
• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

About the company

the company is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. the company’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, the company Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including AI-native startups and approximately 75% of the Fortune 100, relying on the company for their most important applications, we’re powering the next era of software.

Our compass at the company is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us the company.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at the company, and help us make an impact on the world!

the company is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

the company is an equal opportunities employer.

the company’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of the company’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, Registered Retirement Savings Plan (RRSP) with employer match, mental health counseling, backup child and elder care, and health, dental, and vision benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to candidates based in Canada.

the company’s base salary range for this role in Canada is:

$130,000—$180,000 CAD