Strategic Customer Success Manager

Ladders; United States; Remote; USD 200,000 - 300,000; Full time

Benefits offered by this job

Competitive compensation including a-s

Medical, dental & vision insurance

401(k) retirement plan with company-m

Flexible PTO

16-week parental leave

Educational allowance

Office snacks, coffee & lunch

Job summary

Ladders seeks a Strategic Customer Success Manager to lead a portfolio of high-value enterprise accounts in a fully remote role. You will own retention, expansion, and long-term outcomes, partnering with executives and Sales to drive adoption, resolve escalations, and turn insights into growth.

The ideal candidate has 6+ years in customer success or related roles, proven revenue retention, and experience working with C-suite stakeholders and ERP/financial systems.

Qualifications

• 6+ years in customer success, account management, consulting, or a fast-growing services/ops role managing enterprise accounts.
• Proven track record of revenue retention and expansion in an enterprise book of business.
• Experience building relationships with C-suite and senior executives.
• Familiarity with financial products such as payroll, accounting, or ERP systems.
• Strong skills in account planning and project management for multi-month initiatives.
• Proficient with data analysis tools (Excel/Sheets) to assess account health and drive business cases for expansion.
• Ability to understand technical documentation for customer integrations.

Responsibilities

• Own a portfolio of strategic accounts valued at $2-$3M in ARR, ensuring both gross and net revenue retention
• Drive adoption of the company's platform within complex workflows across multiple departments
• Identify and qualify Customer Success Qualified Leads, converting them into expansion opportunities with Sales
• Develop trusted advisor relationships with C-suite executives, presenting business value metrics and outcomes
• Create and execute detailed strategic account plans, including risk management and milestones
• Act as the point of accountability for escalations, coordinating responses and facilitating resolutions with clarity
• Push initiatives to completion proactively, owning customer outcomes and overall satisfaction

Skills

Customer success

Account management

Consulting

Enterprise accounts

C-suite relationships

Data analysis (Excel/Sheets)

Technical documentation

Tools

ERP systems

Job description

For our client, we are seeking a Strategic Customer Success Manager to join the team of a leader in the Enterprise Technology space.

This role will own a portfolio of high-value strategic enterprise accounts, with a strong focus on retention, expansion, and long-term customer outcomes. You will partner closely with senior stakeholders across customer organizations, Sales, and internal teams to drive adoption, resolve escalations, and turn account insights into growth opportunities. The ideal candidate brings a mix of customer success, account management, and consultative business acumen, along with the ability to manage complex multi-month initiatives in a fast-moving environment.

Location: Remote

Compensation: $200,000 - $300,000 annually

Responsibilities

• Own a portfolio of strategic accounts valued at $2-$3M in ARR, ensuring both gross and net revenue retention
• Drive adoption of the company's platform within complex workflows across multiple departments
• Identify and qualify Customer Success Qualified Leads, converting them into expansion opportunities with Sales
• Develop trusted advisor relationships with C-suite executives, presenting business value metrics and outcomes
• Create and execute detailed strategic account plans, including risk management and milestones
• Act as the point of accountability for escalations, coordinating responses and facilitating resolutions with clarity
• Push initiatives to completion proactively, owning customer outcomes and overall satisfaction

Qualifications

• 6+ years in customer success, account management, consulting, or a fast-growing services/ops role managing enterprise accounts
• Proven track record of revenue retention and expansion in an enterprise book of business
• Experience building relationships with C-suite and senior executives
• Familiarity with financial products such as payroll, accounting, or ERP systems
• Strong skills in account planning and project management for multi-month initiatives
• Proficient with data analysis tools (Excel/Sheets) to assess account health and drive business cases for expansion
• Ability to understand technical documentation for customer integrations

Benefits

• Competitive compensation including salary, commission, and equity
• Comprehensive medical, dental, and vision insurance
• Company-matched contributions to 401(k) retirement plan
• Flexible paid time off to recharge
• Generous 16-week paid parental leave for all types of parents
• Annual educational allowance for ongoing professional development
• Office perks including snacks, coffee, and lunch

Our client is an equal opportunity employer.