Strategic Customer Success Manager

Connecteam; Charlotte (NC); Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Paid time off

401(k)

Job summary

Connecteam is seeking a Strategic Customer Success Manager to oversee 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 and adeptness at engaging executive stakeholders across complex organizations.

Qualifications

• 3+ years of B2B SaaS experience in a Customer Success, Account Management, or Consulting role.
• Experience managing Enterprise/Strategic accounts (ACV of $100K+).
• 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.
• Travel for onsite customer visits and executive business reviews when needed.

Responsibilities

• Customer Strategy & Value Realization: Develop and execute strategic success plans tied to customers' objectives to ensure retention and growth.
• Enterprise Stakeholder Engagement: Build relationships with C-level executives, IT, and operations leaders to drive adoption.
• Consultative Approach: Partner with customers to solve critical business challenges and maximize platform value.
• Expansion & Growth: Identify expansion opportunities and work with Sales to drive upsells and cross-sells.
• Data-Driven Decision-Making: Use usage analytics and feedback to identify risks and opportunities.
• Customer Advocacy & Thought Leadership: Collaborate with Marketing on case studies and success stories.
• Escalation Management: Serve as primary escalation point across functions to resolve complex issues.
• Industry Expertise & Best Practices: Stay ahead of trends in workforce management and related industries.

Skills

B2B SaaS experience

Executive engagement

Expansion within accounts

Digital transformation

Change management

Executive presentations

Analytical mindset

Data-driven decisions

Remote collaboration

Travel readiness

Job description

Who Connecteam is:

Connecteam is the leading platform for managing deskless teams, trusted by over 80,000 businesses worldwide.

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.

About The Role

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.

Key Responsibilities

• Customer Strategy & Value Realization: Develop and execute strategic success plans aligned with customers’ key business objectives to ensure long-term retention and growth.
• Enterprise Stakeholder Engagement: 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.
• Expansion & Growth: 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.

Experience & Skills

• 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
• This role is fully remote; however, occasional travel may be required for onsite customer visits, executive business reviews, and industry events.

Advantage

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

Benefits

• Medical,dental, vision insurance.
• Paid time off for vacation, sick days, holidays.
• 401(k)

Salary range: $100K-$140K

We are accepting applications from employees working in the following states:

Texas, New York, New Jersey, South Carolina, North Carolina, Colorado, Florida, Utah, and Georgia.

Joining Connecteam Is The Smart Move:

• We build our people up. Every 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.
• We get the job done. Connecteam employees are passionate in executing their job duties so they can drive the company forward and provide real value to our customers.
• We have fun! From weekly happy hours to holiday parties, we always enjoy each other’s company (and good food, of course). Connecteam is like one big, happy family!
• Everyone is welcome. Connecteam is committed to building an encouraging, caring, and supportive environment. We share a responsibility to support our team and enrich their lives.

Together we will shape the future of work!

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