Strategic Customer Success Manager – Remote
Position Overview
As a Strategic Customer Success Manager (CSM) at Agiloft, you will manage a portfolio of high-value and strategically important customers with complex business needs, stakeholder environments, and service engagements.
You will serve as a trusted advisor, developing a deep understanding of customer objectives and helping customers maximize the value they realize from Agiloft. Through proactive, data-informed account management, you will guide adoption, monitor customer health, identify risks, and shape strategies that support retention, growth, and long-term success. You will bring strong product expertise and consultative skills to help customers understand relevant capabilities, navigate configurations, and adopt functionality that supports their business priorities. You will partner closely with Account Managers and cross-functional teams to coordinate complex customer engagements, address challenges, and identify expansion opportunities.
Success in this role looks like strong strategic customer relationships, measurable value realization, sustained adoption and retention, effective navigation of complex stakeholder environments, and identification of meaningful opportunities to expand customer value.
Job Responsibilities
Strategic Customer Partnership & Value Realization
- Serve as the primary Customer Success partner for a portfolio of high-value and strategically important customers.
- Build trusted relationships across complex customer organizations, including senior and executive stakeholders as appropriate.
- Develop a deep understanding of customer business objectives, priorities, success measures, and evolving needs.
- Translate customer goals into clear success plans and measurable outcomes supported by Agiloft.
- Conduct strategic customer engagements and Business Reviews to assess progress, demonstrate value, and align on priorities.
- Act as a trusted advisor by recommending approaches that help customers maximize the value of Agiloft.
- Maintain strong product expertise and advise customers on relevant Agiloft capabilities, new functionality, and best practices.
- Conduct product demonstrations as appropriate and provide consultative guidance on technical setups and configurations within the scope of the role.
- Guide feature adoption, onboarding, and change management for key capabilities and customer initiatives.
- Monitor usage, engagement, account health, and other customer signals to identify potential risks and opportunities.
- Develop and execute strategies to improve adoption, address customer challenges, and strengthen value realization.
- Use data and customer insights to inform account strategy, recommendations, and customer conversations.
- Proactively manage customer health and risk to support strong retention across the assigned portfolio.
- Partner with Account Managers on renewal and growth strategy, providing customer context, health insights, risks, and value realization information.
- Identify and qualify upsell, cross-sell, and expansion opportunities based on customer objectives, adoption, and evolving needs.
- Generate internal referrals and contribute to pipeline growth through strategic identification of customer opportunities.
- Maintain accurate account information, risks, opportunities, and customer activity within relevant systems.
- Coordinate across Implementation, Support, Sales, Product, Engineering, partner implementers, and other internal stakeholders to advance complex customer needs and service engagements.
- Navigate competing customer priorities, dependencies, and stakeholder interests to maintain progress and alignment.
- Communicate complex customer needs, risks, and opportunities clearly across internal and external stakeholder groups.
- Represent the voice of the customer internally and contribute insights that can inform product, process, and customer experience improvements.
- Leverage AI-enabled tools to improve productivity, synthesize customer and account information, and streamline routine Customer Success workflows.
- Apply sound judgment when balancing customer needs, business objectives, available resources, and competing priorities.
- Other duties as assigned.
Product Expertise, Adoption & Customer Health
Retention, Growth & Account Strategy
Complex Engagement & Cross-Functional Collaboration
Required Qualifications
- 5+ years of experience in Customer Success, Account Management, Relationship Management, or a related customer-facing role within a SaaS or technology environment.
- Experience managing high-value, complex, or strategically important customer relationships.
- Experience supporting complex service engagements and working across multiple customer stakeholders, priorities, or use cases.
- Proven experience building and maintaining trusted customer relationships while driving adoption, retention, value realization, and growth.
- Strong product and technical acumen with the ability to conduct product demonstrations and provide consultative guidance on product configurations.
- Strong interpersonal and communication skills with the ability to effectively engage stakeholders at varying levels of seniority, including senior and executive stakeholders as appropriate.
- Strong critical thinking and problem-solving skills with the ability to assess complex customer needs, risks, and opportunities and determine appropriate strategies.
- Ability to use data, customer insights, and business context to inform account strategy and recommendations.
- Strong organization and prioritization skills with the ability to independently manage multiple complex customer relationships and competing objectives.
- Demonstrated ability to collaborate and influence across functions to drive customer outcomes.
- Adaptability and comfort operating in a fast-paced, remote environment.
- Experience using AI-enabled tools, automation, or other advanced systems to support productivity and day-to-day work.
Skills
As published by lever · 5 questions
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Other website, What gender do you identify as?, I identify my ethnicity as, Are you disabled, or consider yourself to be disabled under the Disability Discrimination Act?You are considered to have a disability under the Equality Act of 2010 if you have a physical or mental impairment that has a "substantial" and "long-term" negative effect on your ability to do normal daily activities. Disabilities include, but are not limited to autism, autoimmune disorder (lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDs), blind or low vision, cancer, cardiovascular or heart disease, celiac disease, cerebral palsy, deaf or hard of hearing, depression or anxiety, diabetes, epilepsy, gastrointestinal disorders, intellectual disability, missing or partially missing limbs, nervous system condition (migraine headaches, Parkinson's disease, MS); or psychiatric condition (bipolar disorder, schizophrenia, PTSD, or major depression).
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- Are you legally authorized to work in the country in which this role will be located?
- Will you now or in the future require sponsorship for employment visa status, in order to begin or maintain employment with Agiloft?