Strategic Accounts - Customer Success Manager (Remote)

Connecteam; Provo (UT); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Paid Time Off

Job summary

Connecteam is seeking a Strategic Customer Success Manager to oversee its largest US Enterprise accounts. This fully remote role focuses on retention, expansion, and advocacy, using a consultative, data-driven approach and executive-level collaboration.

You will craft strategic success plans, drive adoption, and partner with Sales to identify upsell opportunities while staying ahead of industry trends in workforce management and digital transformation.

Qualifications

• 3+ years of B2B SaaS experience in a Customer Success or Account Management role.
• Experience with Enterprise/Strategic accounts (ACV of $100K+).
• Ability to engage with senior executives (VP, C-Level).
• Track record of driving expansion within a customer portfolio.
• Analytical mindset using customer data for decision-making.
• This role is remote; occasional travel may be required for onsite reviews.

Responsibilities

• Develop strategic success plans aligned with customers' key business objectives.
• Build relationships with C-level, IT, and operational leaders to drive adoption.
• Identify expansion opportunities and collaborate with Sales on upsells and cross-sells.
• Leverage customer usage analytics to identify risks and opportunities.
• Partner with Marketing to develop case studies and promote customer success stories.
• Act as primary escalation point, coordinating across functions.

Skills

B2B SaaS

Enterprise accounts

Executive engagement

Expansion planning

Digital transformation

Change management

Data analytics

Job description

Strategic Customer Success Manager

Who Connecteam is:Connecteam is the leading platform for managing deskless teams, trusted by over 80,000 businesses worldwide.We built Connecteam for real operators - the people running shifts, jobs, and teams across stores and sites. The kind of work that doesn't happen behind a desk, and doesn't have time for messy spreadsheets, scattered group chats, or tools that don't talk to each other.Connecteam brings daily operations and team communication into one intuitive app - from hiring and scheduling to training, tasks, and day-to-day coordination. It gives teams the clarity and control to run the day, shift after shift, job after job.Backed by $220M+ from Insight Partners, Stripes, and Tiger Global, Connecteam is rapidly expanding worldwide - empowering frontline teams to work smarter, stay connected, and operate with greater efficiency.

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.

Customer Strategy & Value Realization:

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.

Consultative Approach:

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.

Data-Driven Decision-Making:

Leverage customer usage analytics and feedback to proactively identify risks, opportunities, and areas for improvement.

Customer Advocacy & Thought Leadership:

Partner with Marketing to develop case studies and promote customer success stories.

Escalation Management:

Act as the primary escalation point, working cross-functionally to resolve complex challenges quickly and effectively.

Industry Expertise & Best Practices:

Stay ahead of industry trends, competitors, and workforce management best practices to serve as a subject matter expert.

• 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
• Analytical mindset with experience leveraging customer data for decision-making
• This role is fully remote; however, occasional travel may be required for onsite customer visits, executive business reviews, and industry events.

Experience working in an international, remote-first SaaS companyBackground in HR Tech, Workforce Management, or related industries

• Medical,dental, vision insurance.
• Paid time off for vacation, sick days, holidays.
• We are accepting applications from employees working in the following states: LI-RemoteEvery team member is treated as a long-term investment and we recognize the value in always nurturing and training them so they can go above and beyond in their skills and job duties.

We make an impact on our customer's business.

We are on a mission to provide managers of all business types and sizes with the tools they need to communicate, operate, engage, and run their deskless workforce.

Our product offers them an effective and affordable solution to run their business.

Connecteam employees are passionate in executing their job duties so they can drive the company forward and provide real value to our customers.

From weekly happy hours to holiday parties, we always enjoy each other's company (and good food, of course).

Connecteam is committed to building an encouraging, caring, and supportive environment.

We share a responsibility to support our team and enrich their lives.

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