Strategic Customer Success Manager Job New York New York USA,Business

Location: New York

Own a concentrated portfolio of Insightful's highest-value accounts as the senior strategic relationship holder — accountable for retention, health, and the long-term trajectory of each account
Build and maintain deliberate, multi-threaded relationships across every strategic account, developing meaningful points of contact at the executive, operational, and end-user level so that no relationship hinges on a single stakeholder
Operate with a C-suite and VP-level presence within each account; own the executive relationship, lead senior business reviews, and hold the kind of credibility that earns access to strategic conversations — not just renewal calls
Deeply understand each customer's business: their organizational priorities, growth plans, workforce challenges, competitive environment, and the metrics their leadership uses to measure success; use that knowledge to position Insightful's value in the language their executives actually care about
Identify and pursue value-add conversations opportunistically — reading signals across usage data, stakeholder feedback, business updates, and product roadmap to surface the right conversation at the right moment, whether that's a deeper use case, an untapped workflow, or an expansion that genuinely serves the customer's goals
Lead bespoke, account-specific success planning — not templated cadences, but tailored roadmaps built around each customer's business objectives, maturity trajectory, and internal adoption dynamics
Act as an early warning system for risk across the strategic book; connect the dots across stakeholder signals, usage trends, and commercial conversations to surface concerns before they become escalations, and own the resolution path when they do
Partner closely with the Account Management team on commercial planning; CSM owns the health, depth, and strategic relationship — AM owns the commercial motion; the handoff between the two should be seamless and well-timed, driven by signals the CSM originates
Translate Insightful's product roadmap into customer-specific value narratives; position upcoming capabilities in the context of each account's stated priorities and bring the right stakeholders into the conversation early
Represent the strategic customer segment internally with specificity — bring forward product gaps, competitive intelligence, and use-case evolution in a way that influences roadmap decisions and cross-functional priorities
Build customer advocacy across the strategic book; identify and develop reference customers, executive sponsors, and case study opportunities that reflect genuine mutual value
Maintain meticulous account hygiene in Vitally and Hub Spot — health scores, stakeholder maps, success plans, and activity logs should reflect real account state at all times, not just renewal-window snapshots
Contribute to the development of strategic CS frameworks — E formats, executive engagement playbooks, stakeholder mapping templates — that raise the standard of engagement across the Premier tier
Carrying out all other tasks as requested by leadership

Requirements

At least 6 years of experience in enterprise consulting, strategic account management, or customer success within B2B SaaS, including significant tenure managing complex, high-value portfolios.
Proven ability to establish and maintain senior-tier partnerships, ensuring consistent impact and strategic sway with VP and C-level stakeholders at large organizations - particularly when they are not involved in the initial hand-off.
Demonstrated expertise in building multi-threaded account relationships — navigating complex stakeholder environments to uncover engagement gaps and proactively expanding influence beyond the initial point of contact.
Sharp commercial instincts – you know how to read a conversation for growth or risk signals, how to sequence a value-add discussion, and how to work hand-in-hand with an Account Management team without blurring the lines of ownership.
Strong business acumen: you can speak the language of your customers’ leadership teams, connect Insightfuls’ value to their strategic priorities, and position the product in the context of real business…