Senior Strategic Customer Success Manager

Job Responsibilities

• Serve as the primary point of contact for a portfolio of customers, managing the post-sale relationship and ensuring a positive client experience.

• Build trusted relationships with key stakeholders, acting as a strategic partner and advocate for their business objectives.

• Guide onboarding, training, and ongoing support to drive product adoption and usage across the customer base.

• Proactively monitor customer health, identify risks, and develop action plans to address issues and ensure retention.

• Conduct regular business reviews, performance reports, and value demonstrations to customers and executive stakeholders.

• Collaborate with sales, product, support, and executive teams to ensure a seamless customer experience and maximize customer value.

• Identify and pursue upsell and cross-sell opportunities in partnership with account management.

• Gather and relay customer feedback to inform product improvements and business strategy.

• Maintain accurate records of customer interactions, health metrics, and account plans.

• Resolve complex customer issues by coordinating with support, product, and engineering teams as needed.

• Champion innovation in customer engagement models, approaches, and value creation.

Job Requirements

• Bachelor’s degree in Business, Marketing, Communications, or a related field.

• 8+ years of experience in customer success, account management, or a related field—preferably in B2B technology, fintech, or SaaS.

• Proven ability to build and manage relationships with customers and act as a trusted advisor.

• Strong written and verbal communication skills.

• Analytical skills to interpret customer data, identify trends or risks, and drive action.

• Project management and organizational abilities; able to manage multiple projects and adapt to shifting priorities.

• Technical aptitude to understand and explain Socure’s solutions.

• Collaboration and relationship-building skills across cross-functional teams.

• Adaptability, creativity, and a proactive approach to challenges.