Senior Strategic Customer Success Manager

Overview

Iterable is the leading AI-powered customer engagement platform that helps brands create dynamic, individualized experiences  platform enables activation of customer data, cross-channel interactions, and optimized engagement with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen relationships, and deliver joyful customer experiences.

Our success is powered by extraordinary people who live our core values—Trust, Growth Mindset, Balance, and Humility. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. Iterable has been recognized by Inc as a Best Workplace and Fastest Growing Company, and on Forbes’ list of America’s Best Startup Employers in 2022.

We are also listed on Wealthfront’s Career Launching Companies List and have held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages.

As a member of Iterable’s Strategic Customer Success team, you will be responsible for the relationship with high-value ($800k+ ARR) customers. You will ensure they are happy and getting as much value as possible from the product. You will build relationships with stakeholders across the company to expand the use of Iterable as appropriate. The role is ideal for someone with very strong executive communication skills and experience navigating large organizations to identify key stakeholders.

This is a key position for the company. We have had very few customer losses and we intend to keep it that way. Keeping customers happy and productive is core to our mission.

In addition, as a member of the customer success team, you will relay product feedback from our most important clients back to the engineering team. Iterable values a growth mindset and encourages applicants who bring skills beyond a job description.

• Proactively manage a book of strategic-level ($800k+ ARR) Iterable customers
• Ensure customers have a smooth onboarding and implementation phase
• Forecast retention and growth across your book of business, working with your CAM partner on expansion opportunities
• Collaborate with the Support team and cross-functional groups to triage issues
• Understand how customers use the product and identify ways to increase ROI
• Lead regularly scheduled check-ins, produce EBRs (may require onsite travel), and drive client satisfaction
• Serve as the voice of the customer to prioritize feature requests and platform improvements
• Identify new business opportunities and develop strategic initiatives for retention and expansion
• Maintain a trusted-advisor relationship with each assigned client

• Exceptional communication and interpersonal skills
• Strong ability to understand technical concepts and problem solve
• Desire to teach new customers about the platform
• Passion for startups, software, and SaaS products
• Willingness to travel up to 25% of the time
• Significant experience with email marketing, push or SMS software
• Familiarity with technologies like APIs, HTML, CSS, and Java Script

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance
• Pre-tax commuter benefits
• Complete laptop workstation

The US base salary range for this position at the start of employment is $124,000 - $180,000. Within this range, pay is determined by location, skills, experience, education or training, and internal equity.

Please note that the range reflects base salary only. Total compensation includes variable pay (where applicable), equity, and benefits including medical,…