Overview

The Strategic Customer Success Manager owns post-sale relationships with large enterprise accounts, focusing on driving product adoption, expansion, and long-term customer value. This is a commercially focused role centered on growth, not support.

Responsibilities

• Manage and grow a portfolio of enterprise customers with high annual contract value
• Drive adoption across APIs, payment flows, and platform features
• Build strong relationships with business, product, and technical stakeholders
• Identify and execute expansion opportunities (upsell, cross-sell, new use cases)
• Lead quarterly business reviews, success planning, and executive alignment
• Partner cross-functionally with Sales and Product teams on customer strategy, integrations, and rollout plans
• Oversee complex implementations and ensure ongoing optimization of the platform

Success Metrics

• Net Revenue Retention (NRR)
• Expansion and upsell revenue
• Product adoption and usage growth
• Customer retention and overall account health