Strategic Customer Success Manager

Connecteam is the leading platform for managing deskless teams, trusted by over 80,000 businesses worldwide.

The Strategic Customer Success Manager is responsible for overseeing Connecteam’s most significant and high-value Enterprise and Strategic customers in the US. This role requires a proactive, consultative, and data-driven approach to Customer Success, ensuring long-term client retention, expansion, and advocacy. The ideal candidate will have a strong background in enterprise SaaS, a deep understanding of workforce management processes, and the ability to act as a trusted advisor to executive stakeholders.

They will leverage their expertise in digital transformation, change management, and adoption strategies to drive value realization across complex organizations. This is a fully remote position. The ideal candidate must be based in the United States and be comfortable working across multiple time zones.

• Customer Strategy & Value Realization:
  Develop and execute strategic success plans aligned with customers’ key business objectives to ensure long-term retention and growth.
• Enterprise Stakeholder Engagement:
  Build and nurture strong relationships with C-level executives, IT teams, and operational leaders to drive adoption and advocacy.
• Consultative Approach:
  Partner with customers to solve critical business challenges, implement best practices, and maximize the value of Connecteam’s platform.
• Expansion & Growth:
  Identify expansion opportunities within accounts and collaborate with Sales to drive upsells and cross-sells.
• Data-Driven Decision-Making:
  Leverage customer usage analytics and feedback to proactively identify risks, opportunities, and areas for improvement.
• Customer Advocacy & Thought Leadership:
  Partner with Marketing to develop case studies and promote customer success stories.
• Escalation Management:
  Act as the primary escalation point, working cross-functionally to resolve complex challenges quickly and effectively.
• Industry Expertise & Best Practices:
  Stay ahead of industry trends, competitors, and workforce management best practices to serve as a subject matter expert.

• 3+ years of B2B SaaS experience in a Customer Success, Account Management, or Consulting role – MUST
• Experience managing Enterprise/Strategic accounts (ACV of $100K+) – MUST
• Proven ability to engage with and influence senior executives (VP, C-Level)
• Track record of driving expansion within a customer portfolio
• Expertise in digital transformation, change management, and complex adoption strategies
• Excellent verbal and written communication skills, including executive presentations
• Analytical mindset with experience leveraging customer data for decision-making
• Ability to thrive in a fast-paced, high-growth environment and drive initiatives independently
• Experience collaborating with global teams across different time zones
• This role is fully remote; however, occasional travel may be required for onsite customer visits, executive business reviews, and industry events.

• Experience working in an international, remote-first SaaS company
• Background in HR Tech, Workforce Management, or related industries

• Medical,dental, vision insurance.
• Paid time off for vacation, sick days, holidays.
• 401(k)

$100K-$140K

We are accepting applications from employees working in the following states:
Texas, New York, New Jersey, South Carolina, North Carolina, Colorado, Florida, Utah, and Georgia.

• We build our people up. Every team member is treated as a long-term investment and we recognize the value in always nurturing and training them so they can go above and beyond in their skills and job duties.
• We make an…