Why This Job is Featured on The SaaS Jobs
Strategic Customer Success roles sit at the center of SaaS retention economics, and this one is framed around a concentrated book of high value accounts with clear ownership across adoption, renewals, and expansion. The scope implies an enterprise SaaS motion where executive alignment, measurable outcomes, and multi stakeholder enablement matter as much as day to day product usage.
For a SaaS career, the strongest signal here is exposure to the full post sale lifecycle with accountability tied to business reviews, success planning, and health management. Work that blends analytics with executive communication tends to translate well across SaaS categories because it builds repeatable skills in value realization, risk diagnosis, and cross functional influence with Sales and Product. The emphasis on being the internal voice of the customer also supports long term growth into CS leadership, RevOps adjacent roles, or product facing go to market paths.
This role fits professionals who prefer structured account leadership over reactive support, and who enjoy translating product capabilities into customer outcomes for large organizations. It will suit someone comfortable balancing relationship building with metrics, and who wants a seat at the table in renewal and expansion strategy while partnering closely with an AE team.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
We are seeking a Strategic Customer Success Manager to own and grow relationships with Truework’s most important customers. In this role, you will drive measurable business outcomes by aligning Truework’s solutions to customer objectives, leading adoption and value realization, and serving as a trusted advisor to executive stakeholders. You will manage a portfolio of strategic accounts, ensuring high retention, renewals, and expansion through data-driven engagement and proactive account leadership. The ideal candidate is articulate, credible, and metrics-driven, with a proven track record of building executive relationships within large organizations and driving long-term customer success.
Position Responsibilities:
- Own customer success for 10–15 strategic accounts ($100K–$1M ACV), driving adoption, value realization, renewals, and long-term account growth across the full customer lifecycle.
- Act as a trusted advisor and industry SME, building executive-level relationships by demonstrating deep domain expertise, articulating product value, and aligning solutions to customer business objectives.
- Lead onboarding, enablement, and ongoing training programs to ensure rapid time-to-value, sustained engagement, and expanding use cases across customer organizations.
- Deliver data-driven business reviews and success planning, leveraging analytics to measure ROI, track milestones, assess risk, and guide strategic decisions for both customers and internal stakeholders.
- Proactively manage customer health and critical issues, diagnosing root causes, coordinating cross-functional resolution, and coaching customers toward effective solutions that maximize product impact.
- Drive retention, renewals, and expansion by partnering closely with Account Executives on strategic account plans, identifying growth opportunities, mitigating risk, and exceeding net retention targets.
- Serve as the voice of the customer internally, sharing insights with Product, Sales, Marketing, and Operations to influence roadmap priorities, improve user experience, and accelerate adoption and usage velocity.
- Cultivate customer advocacy and operational excellence, fostering referenceable relationships, contributing to case studies and speaking opportunities, and developing scalable processes and best practices to continuously improve customer outcomes.
What you bring:
- 4+ years customer success experience, preferably for a SaaS or financial services product
- Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
- Outstanding multi-task task management skills across a varied set of responsibilities
- Passion for working with customers and a desire to deeply understand the Truework Income products, use cases, and technical elements
- Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
- Ability to build credibility and trust by understanding and addressing customer requirements
- Willing to travel quarterly based on customer and business need
What you’ll get
- A fast-paced and collaborative environment
- Learning and development allowance
- Competitive cash and equity compensation, and opportunity for advancement
- 100% medical, dental, and vision coverage
- Up to $25K reimbursement for fertility, adoption, and parental planning services
- Flexible PTO policy
- Monthly wellness stipend
