Strategic Customer Success Manager

Strategic Customer Success Manager

Who Connecteam is:

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

We built Connecteam for real operators - the people running shifts, jobs, and teams across stores and sites. The kind of work that doesn’t happen behind a desk, and doesn’t have time for messy spreadsheets, scattered group chats, or tools that don’t talk to each other.

Connecteam brings daily operations and team communication into one intuitive app - from hiring and scheduling to training, tasks, and day-to-day coordination. It gives teams the clarity and control to run the day, shift after shift, job after job.

Backed by $220M+ from Insight Partners, Stripes, and Tiger Global, Connecteam is rapidly expanding worldwide - empowering frontline teams to work smarter, stay connected, and operate with greater efficiency.

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…