[Hiring] Strategic Customer Success Manager @SAI360

Role Description

We are looking for a Strategic Customer Success Manager who enjoys building strong, trusted relationships and being a true advocate for customers. In this role, you will be the voice of the customer, working closely with our most important clients to understand their goals, challenges, and what success looks like for them.

You will partner cross‑functionally with Professional Services, Managed Services, Product, and Account Management teams to ensure a seamless and positive customer experience. This role is ideal for someone who is confident, well‑spoken, and comfortable engaging with senior and executive‑level stakeholders, including C‑suite leaders. You will help navigate complex situations, de‑escalate challenges when they arise, and build long‑term confidence and trust with our clients.

By combining strong communication skills with customer insights and data, you will help guide strategic conversations, identify opportunities, and ensure our clients continue to see meaningful value from their partnership with us.

What You'll Do

• Own a portfolio of high-value enterprise and strategic accounts (primarily six-figure ARR), with accountability for retention, growth, and long-term customer value realization.
• Act as a trusted advisor to all customer stakeholders (Director–C-level), aligning to customer business objectives and risk management priorities.
• Lead development and execution of Mutual Success Plans tied to measurable business outcomes, adoption milestones, and renewal strategy.
• Drive engagement through regular business reviews, value storytelling, and ROI demonstration.
• Identify and proactively mitigate risk across accounts, including underutilization, stakeholder change, and product gaps.
• Partner cross-functionally (Sales, Product, Support, Services) to influence roadmap, improve customer experience, and remove adoption barriers.
• Participate in renewal strategy in partnership with Account Management.
• Identify expansion opportunities through deep understanding of customer environment, regulatory landscape, and evolving needs.
• Serve as escalation point for critical accounts, balancing urgency with strategic resolution.
• Translate product capabilities into business value, particularly across GRC workflows, compliance programs, and reporting needs.
• Leverage data (usage, health scores, KPIs) to drive insights, recommendations, and proactive outreach.
• Travel to priority customers to strengthen relationships, conduct gap analysis, report on usage and lead value driven discussions (approximately 10% travel is estimated).
• Track and report result of all customer initiatives within salesforce.com.

Key Responsibilities

• Build and maintain multi-threaded relationships across customer organizations, including executive sponsors and operational leaders.
• Lead strategic account planning, including stakeholder mapping, risk assessment, and growth strategy.
• Drive adoption of complex product capabilities (e.g., reporting, integrations, workflow configuration) through consultative guidance.
• Partner with customers to optimize their GRC programs using SAI360 solutions.
• Act as the voice of the customer internally, influencing product enhancements and service delivery improvements.
• Monitor portfolio health and take decisive action on at-risk accounts.
• Serve as the point of contact for queries on all services.
• Develop a deep understanding of customer’s GRC business requirements and goals.

Qualifications

• 7+ years in Customer Success, Professional Services, Account Management, or related client-facing roles within SaaS or technology organizations.
• Proven experience managing enterprise or strategic accounts with six-figure+ contract values.
• Demonstrated ability to influence senior stakeholders and drive executive-level conversations.
• Strong understanding of Governance, Risk, and Compliance (GRC) or adjacent domains (compliance, audit, risk, ethics).
• Experience building success plans, leading QBRs/EBRs, and driving measurable customer outcomes.
• Technical aptitude with ability to understand product architecture, data flows, and reporting (SQL, Power BI, or similar strongly preferred).
• Experience navigating complex organizations and managing competing priorities across stakeholders.
• Basic technical ability with Microsoft Office 365 products, salesforce.com or other popular CRM brands, Zendesk, and remote meeting tools (i.e. Teams, Zoom).
• Technical knowledge on queries (SQL) and Power BI reporting tool is a pro.
• Excellent interpersonal, written, and verbal communication skills required along with the ability to collaborate within a remote-work environment throughout all levels of the organization.
• High ownership mentality with bias toward action, especially in ambiguous or high-risk situations.
• Ability to influence without authority across internal and external stakeholders.
• Comfortable operating in both strategic and tactical layers without losing momentum.
• Ability to collaborate with and influence internal and external partners.
• Have a positive attitude with an innovation and change mentality.
• Expected to work independently, and as part of a virtual team where open, collaborative communication is encouraged.
• Self-starter with strong initiative, ownership, and accountability to the business.

Benefits

• PTO leave
• Quarterly wellness days
• Employee Assistance Program (EAP)
• Healthcare benefits
• Bonus incentives
• 401(k) match
• Pet insurance
• FSA account
• Most of our teams work fully remote!

Company Description

SAI360 is giving companies a new perspective on risk management. By integrating Governance, Risk, Compliance (GRC) software and Ethics & Compliance Learning resources, SAI360 can broaden your risk horizon and increase your ability to identify, manage, and mitigate risk.

See risk from every angle.