Manager, Customer Success Strategic Accounts

• Lead, mentor, and set clear performance expectations for a team of CSMs, conducting regular evaluations and providing timely, constructive feedback.

• Foster a culture of collaboration, accountability, and continuous improvement, while challenging team members to grow their capabilities and capacity.

• Recruit and hire talent aligned with our core values and business needs; support onboarding so new hires ramp effectively.

• Run structured 1:1s with every CSM that inspect (not just review) the full book of business — escalations, OKR pacing, risk/cancellation forecasting, and renewal pipeline — coaching before taking ownership so CSMs build their own judgment.

• Dedicates regular time to live or recorded call review (e.g., Gong), providing documented coaching on renewal discovery, negotiation, value/ROI framing, and objection handling.

• Run weekly team meetings covering pipeline, wins, and best practices; audit CRM/CS platform data quality and coach on gaps.

Customer Relationship Management & Renewals

• Manage executive-level relationships across High Touch and Strategic Accounts and personally lead or support renewal conversations on the most complex, high-risk, or highest-value accounts.

• Guide CSMs on strategy, problem-solving, and relationship-building for their own accounts; navigate and advise on complex, multi-party or enterprise requests, escalating as needed.

• Own the end-to-end renewals process: inspect each CSM's renewal book for on-pace early engagement, confirmed intent-to-renew, documented strategy, and flagged zero-activity accounts.

• Ensure every renewal carries the standard price uplift position, with exceptions escalated for approval, and drive forecast discipline so churn/expansion fields reflect true expectations.

• Coach the team on renewal strategy, negotiation, and objection handling; partner with Sales and Finance/Deal Desk to structure terms that protect and grow revenue.

Value Realization & Customer Voice

• Inspect the team's value and adoption motion alongside renewals, ensuring every account has a live, outcome-based success plan with playbooks triggered on below-threshold accounts.

• Hold the team accountable for multi-threaded relationships (documented power maps on top-tier accounts) and treat champion departures as risk triggers; build your own second-layer relationships on key accounts.

• Own the team's voice-of-customer loop — timely NPS follow-up, documented detractor action plans, and recurring themes rolled up to senior leadership.

• Own escalations to resolution within SLA, ensuring proper documentation and regular review of risk and sentiment data.

Strategy and Cross-Functional Support

• Develop and execute strategic plans for the segment, owning account coverage strategy, territory design, and resource planning to maximize engagement, retention, and expansion.

• Analyze book-of-business trends to guide focus areas and help the team build playbooks and success plans that drive health, adoption, retention, and expansion (upsell/cross-sell).

• Collaborate with Sales, Product, Marketing, and Support leadership to align strategy and drive retention, expansion, and satisfaction across the segment.

Performance Monitoring and Reporting

• Establish and operationalize KPIs, dashboards, and reporting to measure segment performance against retention and growth objectives.

• Own segment-level results against topline outcomes (GRR, NRR, churn, uplift expansion, on-time renewal rate, forecast accuracy, multi-year renewal %, logo retention) and leading indicators (health score mix, NPS, adoption rate, business review completion).

• Prepare regular reports for senior management on team achievements, challenges, and opportunities for improvement.

• Track team capacity and make justified recommendations when headcount needs surface.

Training and Development

• Identify skill gaps and implement training/workshops to strengthen the team's account management, product knowledge, and communication skills.

• Ensure the team completes required enablement on time and stays current on product and roadmap; maintain your own subject-matter expertise to coach credibly.