Strategic Customer Success Manager

About the role

Miter is seeking a dedicated Strategic Customer Success Manager to nurture our most significant client partnerships. This role focuses on ensuring these key accounts achieve maximum value from our platform and contribute to our company's growth. You will be instrumental in building lasting relationships and driving success for our enterprise clients.

Key facts

What you'll do

• Manage a portfolio of strategic accounts, responsible for both maintaining and growing their revenue.
• Drive deep integration of the Miter platform across client operations, monitoring usage and proactively addressing any adoption challenges.
• Identify and cultivate opportunities for account expansion, working with the sales team to convert these into new business.
• Cultivate strong relationships with executive-level contacts within client organizations, demonstrating the business impact of Miter.
• Develop and execute comprehensive account plans that outline client objectives, success metrics, and value realization strategies.
• Act as the primary point of contact for client escalations, coordinating internal resources to ensure timely and effective resolution.
• Oversee initiatives and renewals from inception to completion, ensuring all objectives are met.
• Collaborate with internal departments including Launch, Sales, Solutions Engineering, Support, and Product to relay client feedback and advocate for improvements.
• Contribute to the development of best practices and playbooks to enhance the strategic customer success function.

Requirements

• Possess at least 6 years of experience in customer success, account management, consulting, or a similar fast-paced operational role, with a focus on enterprise-level clients.
• Proven ability to manage a substantial book of business, demonstrating a strong history of revenue retention and expansion against targets.
• Experience in establishing and maintaining relationships with C-suite executives and senior leadership.
• Familiarity with financial or operational software such as payroll, accounting, tax, HCM, or ERP systems.
• Proficient in account planning and project management, with a track record of successfully completing multi-month initiatives.
• Comfortable analyzing data using tools like Excel or Google Sheets to assess account health, quantify value, and build business cases for growth.
• Ability to understand technical documentation and integrations to assist clients.
• Skilled in managing and resolving complex account issues while maintaining alignment with both internal and external stakeholders.
• Highly organized, detail-oriented, and adaptable to evolving situations.

Nice to have

• Experience within the HCM, ERP, or construction industries.

Skills & tools

• Excel/Google Sheets
• Account Planning
• Project Management
• CRM Software (implied)
• Financial/Operational Software (e.g., Payroll, Accounting, HCM, ERP)

Practical notes

• Travel is required a few times per year for onboarding and company/team off-sites.
• Miter offers comprehensive medical, dental, and vision plans, a 401(k) with company match, flexible paid time off, and generous parental leave.
• Employees receive an annual allowance for professional development.
• For roles listed as hybrid, a 3-day in-office expectation applies in New York City or San Francisco. Remote roles have no office requirement.