Strategic Client Success Manager

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Health coverage

Vision coverage

Dental coverage

Equity

Life Insurance

Disability insurance

Employee Assistance Program

ERGs

Team outings and events

Unlimited PTO

401(k) with company matching

Job summary

Our client in the Finance & Insurance space is seeking a Strategic Client Success Manager to own the post-sale journey for large accounts, acting as the primary contact from kickoff through long-term success. You will guide value-driven conversations, align stakeholders around measurable outcomes, and deepen relationships to support retention and expansion.

Remote role for US-based candidates; collaborate with Growth, Marketing, Product, and Operations to surface insights and drive customer

Qualifications

• 7-10+ years of Customer Success experience at a fast-paced SaaS company managing large accounts.
• Proven ability to influence C-suite stakeholders.
• Experience with CRM software such as Salesforce or HubSpot and HR/payroll systems.
• Strong analytical skills with a data-driven approach.
• Experience in cross-functional collaboration and adaptability in dynamic environments.
• Track record of exceeding retention and customer satisfaction goals.

Responsibilities

• Lead the customer lifecycle from kickoff to ongoing success as the main point of contact.
• Drive value-based conversations to establish joint success metrics.
• Build strong relationships across operational and leadership groups.
• Collaborate with Growth, Marketing, Product, and Operations teams to enhance customer satisfaction.
• Manage customer escalations to ensure quick resolutions.
• Identify upsell and cross-sell opportunities while minimizing churn.
• Analyze data to derive insights for strategic customer improvements.
• Gather customer feedback to inform product enhancements.

Skills

Customer success management

Stakeholder influence

Data-driven analysis

Cross-functional collaboration

Tools

Salesforce

HubSpot

HRIS/Payroll systems

Job description

For our client, we are seeking a Strategic Client Success Manager to join the team of a leader in the Finance & Insurance space.

This role will own the post-sale customer journey for large accounts, serving as the primary point of contact from kickoff through long-term success. The ideal candidate will guide value-driven conversations, align stakeholders around measurable outcomes, and help deepen relationships that support retention and expansion. You will partner closely with cross-functional teams to resolve issues, surface customer insights, and improve the overall customer experience.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $110,000 - $130,000 annually

Responsibilities

• Lead the customer lifecycle from kickoff to ongoing success as the main point of contact
• Drive value-based conversations to establish joint success metrics
• Build strong relationships across operational and leadership groups
• Collaborate with Growth, Marketing, Product, and Operations teams to enhance customer satisfaction
• Manage customer escalations to ensure quick resolutions
• Identify upsell and cross-sell opportunities while minimizing churn
• Analyze data to derive insights for strategic customer improvements
• Gather customer feedback to inform product enhancements

Qualifications

• 7-10+ years of Customer Success experience at a fast-paced HCM/SaaS company managing large accounts
• Proven ability to influence C-suite stakeholders
• Experience with CRM software such as Salesforce or HubSpot and HCM/HR/Payroll systems
• Strong analytical skills with a data-driven approach
• Experience in cross-functional collaboration and adaptability in dynamic environments
• Track record of exceeding retention and customer satisfaction goals

Benefits

• Comprehensive health, vision, and dental coverage
• Equity ownership opportunities
• Life and AD&D insurance, short- and long-term disability
• Employee Assistance Program
• Diverse Employee Resource Groups
• Engaging company outings and events
• Unlimited Paid Time Off (PTO)
• 401K plan with company matching

Our client is an equal opportunity employer. We encourage you to apply even if you don't meet every qualification- your background could be exactly what this team needs.