Strategic Customer Success Manager

Remote; San Francisco (CA); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical coverage

Unlimited PTO

401(k) matching

Paid parental leave

Job summary

Lifted seeks a strategic Customer Success Manager to partner with Fortune 100 clients, driving retention, growth, and value realization from the Lifted platform. You will manage multi-service contingent programs, engage senior stakeholders, and lead executive business reviews while expanding account footprint.

Ideal candidates have extensive enterprise CS experience, strong consultative skills, and a proven ability to forecast spend and mitigate churn.

Qualifications

• 7+ years in Customer Success Management with revenue retention ownership
• Experience managing multi-service enterprise accounts (AOR, EOR, staff augmentation, MSP)
• Background in HR tech, talent acquisition, staffing, or VMS/MSP is a plus
• Proven track record of exceeding retention and growth KPIs
• Strong consultative and discovery skills for executive-level storytelling
• Ability to tailor value messaging to various personas
• Excellent executive presence and experience leading QBRs across org levels

Responsibilities

• Serve as trusted advisor to Fortune 100 customers managing multi-faceted contingent programs
• Provide white-glove, high-touch support including posting jobs, pre-screening talent, and offers
• Build and maintain engagement across all levels of the customer organization
• Own retention and churn mitigation with accurate internal forecasting
• Lead business reviews tailored to hiring managers to executives
• Identify and pursue net-new expansion opportunities to hit revenue targets
• Translate customer insights into a value narrative tied to Lifted initiatives
• Collaborate with Sales, Talent Services, Support, Marketing, Product and Engineering
• Provide training on talent sourcing/management and Lifted configurations

Skills

Fortune 100 experience

Strategic account management

Revenue retention

Executive communication

Cross-functional collaboration

Growth mindset

Travel willingness

Job description

Lifted is the first talent, country, and contract-agnostic contingent workforce management solution, giving enterprises a unified way to source, contract, manage, and pay any type of contingent talent, anywhere in the world. Today, contingent work runs through fragmented systems and providers, creating inefficiency, compliance risks, and limited visibility. We're here to change that. By combining technology and global services into one seamless solution, we help enterprises hire faster, operate with confidence, and gain live visibility across all external talent.

One solution. Global. Compliant. Seamless. Learn more at go-lifted.com and follow us on LinkedIn.

We're seeking a dynamic Strategic Customer Success Manager to partner with our most strategic Fortune 100 customers and help them achieve their Talent and Workforce goals using the Lifted platform. This role is ideal for a strategic thinker with a proven track record managing large, complex enterprise relationships, driving proactive growth, and delivering executive-level value.

Your Responsibilities:

• Serve as the primary, trusted advisor to our largest and most complex Fortune 100 customers, managing multi-faceted contingent workforce programs (IC, AOR, EOR, Staff Augmentation, Managed Services)

• Deliver white-glove, high-touch support by taking direct action on the customer's behalf, including posting jobs, pre-screening talent, and sending offers, rather than solely training hiring managers to self-serve

• Proactively build trusted relationships and maintain continuous engagement across all levels of the customer organization, from hiring managers and program owners to senior executives

• Own retention and churn mitigation of existing spend, including accurate internal forecasting

• Proactively conduct outreach to key personas within the customer organization, using customized materials and persona-specific messaging to keep stakeholders engaged and reinforce interest in Lifted, supporting both retention and expansion

• Partner with the Account Manager (Sales) to build and execute quarterly account growth objectives, and drive net-new hiring manager acquisition strategies

• Proactively identify and pursue net-new expansion opportunities rather than relying on inbound requests, while consistently hitting monthly revenue and retention targets

• Perform user discovery to uncover customer success metrics and pain points; translate findings into a clear, ongoing value narrative that ties Lifted's impact to the customer's business initiatives

• Build and maintain Customer Success Plans that align the customer on an approach to maximizing value from the Lifted offering

• Lead effective business reviews tailored to every level of the customer's organization, from hiring managers to executives

• Proactively identify roadblocks or challenges and develop durable solutions that protect the customer experience and spend retention

• Actively participate in the full Product feedback loop, representing customer-driven feedback to R&D teams and communicating Lifted's roadmap and vision back to the customer

• Collaborate cross-functionally with Sales, Talent Services, Support, Marketing, Product, Engineering, and Solution Architects

• Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective, collaborative problem-solving and appropriate escalation

• Provide expert consultation and training on workforce talent sourcing/management, Lifted product configurations, the Lifted Talent network, and best practices
  

What it takes to catch our eye:

• 7+ years of experience in Customer Success Management with direct ownership of revenue retention targets for large, complex Fortune 100 enterprise accounts

• Experience managing complex, multi-service accounts (e.g., AOR, EOR, Staff Augmentation, Managed Services) rather than single-SKU relationships

• Experience with consumption-based business models; background in HR tech, Talent Acquisition, Staffing, or VMS/MSP industries a plus

• Proven track record of exceeding revenue retention and growth KPIs (targets, referrals, forecast accuracy) with strong commercial and business acumen

• Skilled at proactively generating net-new account growth, not just responding to inbound requests

• Strong consultative and discovery skills, with the ability to translate findings into compelling, executive-ready value communication

• Skilled at tailoring value messaging and materials to different personas within a customer organization, from day-to-day hiring managers to senior executives

• Excellent executive presence; experience leading business reviews and QBRs across all levels of a customer organization, including senior executives

• Comfort with data-driven storytelling and leveraging data to provide effective recommendations

• Highly organized, with strong project and time management skills across multiple concurrent, complex engagements

• Strong sense of ownership, bias for action, and resilience — you are scrappy, will roll up your sleeves, and can make things happen

• Some travel required to visit key customer stakeholders in person

Lift Your Career. Shape the Future of Work.

Our Mission: Unify contingent work. Elevate how it gets done. This isn’t just a promise to clients, it’s how we work at Lifted. Every feature we build, every client interaction we have, and every team decision we make is a chance to reduce fragmentation and set a new standard for efficiency, quality, and impact. We’re not just building technology, we’re building the new standard for how enterprise companies engage talent.

This is the right place for you if you are motivated by ambitious goals, ready to do what it takes to win, boldly curious in asking questions and exploring better ways forward, and dedicated to following through on your commitments. You’ll thrive here if you raise the bar for yourself and others, collaborate across teams, and help others succeed so we can achieve our shared mission.

This may not be the right place for you if you’re uncomfortable with constructive feedback, prefer rigid structure, shy away from high expectations and accountability, or find it difficult to adapt in a fast-paced, startup-like environment.

We operate with the agility of a startup and the impact of a global enterprise. Our values — trust, innovation, curiosity, excellence, and ownership — guide how we work and fuel the culture we’re building together. And while our mission is big, growth here is both company-wide and personal, creating opportunities to learn fast, take ownership, and build a career that helps shape the future of work.

We’re proud to offer benefits that go beyond the basics, including comprehensive medical coverage for you and your family, unlimited PTO, a 401(k) plan with matching, and 12 weeks of paid parental leave.

Lifted is an Equal Opportunity Employer committed to recruiting and retaining a diverse and inclusive workforce. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other legally protected characteristics under federal, state, or local law.

Please note that a criminal background check may be required once a conditional job offer is made. Qualified applicants with arrest or conviction records will be considered in accordance with applicable law, including the California Fair Chance Act and local Fair Chance ordinances.