Strategic Customer Success Manager

About True Loyal

True Loyal is the only loyalty platform built to help multi-channel consumer brands win. We deliver AI-powered personalization and expert-led strategy to help brands dominate across eCommerce, retail, and distributor channels. From capturing every in-store transaction to tailoring every interaction, we help brands crush revenue goals, boost retention, and create customers for life.

The Strategic Customer Success Manager plays a crucial role in nurturing and enhancing client relationships, ensuring a seamless customer journey from start to finish. This position is responsible for securing timely renewals of annual or multi-year subscription contracts and driving overall customer success through strategic engagement, clear communication, and a customer-first approach. The focus is on retention, growth, and expansion within assigned accounts.

Metrics for success for the role will be Net Retention Rate and Churn.

• Customer Relationship Management
  • Act as the primary contact for assigned accounts, building trust and fostering enduring partnerships. Understand the usage patterns within the accounts, spot trends early and communicate with the customers with a strategic plan to ensure success.
  • Conduct regular check‑ins, Quarterly Business Reviews (QBRs), and develop Success Plans to drive alignment with client objectives.
• Renewals and Retention
  • Manage the entire renewal process, ensuring timely and smooth execution of subscription contracts.
  • Develop and implement proactive strategies to mitigate churn and effectively address customer concerns and escalations.
• Account Growth and Expansion
  • Identify and capitalize on opportunities for upselling and cross‑selling within existing accounts to expand service utilization.
  • Cultivate strong relationships with key stakeholders, including internal Champions and Economic Buyers.
• Strategic Account Planning
  • Conduct in-depth research to understand customer needs and create tailored value propositions and business cases that align with their goals.
  • Employ a structured methodology to ensure continuous customer success and satisfaction throughout their lifecycle.

• 2-4 years of experience in Customer Success Management (CSM) or Technical Account Management (TAM) roles, specifically serving enterprise-level customers.
• Demonstrated history of exceeding performance targets or consistently ranking as a top performer.
• Proven ownership of retention, renewal, and expansion targets within a defined book of business.
• Experience managing accounts, preferably within the Mar Tech SaaS industry.
• Consistent work history demonstrating stability and commitment (minimum 2-3 years in previous roles).

• Proficiency in account research and the development of customized strategies for customer success.
• Familiarity with IT infrastructure stacks, IT organizational structures, Marketing, eCommerce stacks, and the benefits of SaaS industry platforms.
• Competency in utilizing methodologies such as QBRs and Business Reviews for continuous improvement cycles.
• Strong discovery, questioning, and active listening skills to accurately identify customer needs and propose effective solutions.
• Adept at building relationships across various organizational levels, including executive-level stakeholders, and fostering internal champions within client organizations.
• Show keenness and ability to use AI tools effectively to drive customer delight.
• Have a burning desire to win.

• Understanding of loyalty strategies or marketing-related concepts.
• Experience in constructing and presenting compelling business cases to executive stakeholders.

• Unique opportunity to work at a Best Places to Work in San Antonio, with customers around the world.
• Premier health insurance plan with $0 deductible and $0 co‑pay.
• Dental and vision insurance plans.
• Medical and dependent care flexible spending accounts.
• Open PTO.
• 9 paid standard holidays each year in addition to open PTO.
• 401(k) savings plan with employer matching.
• Company‑paid life, AD&D, and disability coverage.
• Collaborative, entrepreneurial learning environment…