[Hiring] Strategic Growth Customer Success Manager @Remedio

Role Description

Remedio is growing fast, and we're adding a Strategic Growth Customer Success Manager to own a book of 8 to 12 of our largest and most strategic customers, representing $3.5M+ in ARR. These are global enterprises with complex environments, multiple buying centers, and executive stakeholders who expect a partner, not a vendor. They chose Remedio because detection alone wasn't making them more secure. Your job is to prove that choice at the executive level, quarter after quarter, and grow Remedio's footprint across their business.

You'll be the senior owner of each relationship. You'll build multi-year account plans with the customer, lead the account team of Technical Account Managers, Sales, and Solutions Engineering, and work directly with Remedio's executive sponsors. You'll also help shape the team itself, through the playbooks you build and the CSMs you mentor. If you want a high-impact seat on the accounts that matter most, with a real path to leadership, come join us.

Responsibilities

• Own executive relationships.
• Build trusted relationships with CISOs, CIOs, and IT and security leadership, and multi-thread beyond the CISO into IT operations, infrastructure, risk, compliance, and procurement.
• Build and run strategic account plans.
• Create joint, multi-year success plans tied to each customer's business outcomes, and review them quarterly with the account team and Remedio leadership.
• Lead the account team.
• Quarterback TAMs, Sales, Solutions Engineers, and executive sponsors around one plan for each account, so the customer sees one Remedio.
• Create expansion, don't just capture it.
• Map whitespace across business units, regions, devices, and platform capabilities. Open new buying centers and build the business case that gets expansion funded.
• Run complex renewals.
• Lead multi-year, multi-stakeholder renewals through procurement, legal, and channel partners. Start 180 days out and use MEDDPICC to qualify and close.
• Lead executive business reviews.
• Quantify the exposure Remedio has eliminated, the operational time returned, and the ROI against the customer's own goals.
• Handle escalations with steady judgment.
• Own the response when something goes wrong, bring in the right people fast, and keep the executive relationship intact.
• Forecast with precision.
• Keep the CRM current, call renewals and expansion accurately, and flag risk early with a recovery plan attached.
• Shape the team and the product.
• Mentor CSMs, contribute to our CS playbooks, bring strategic customer feedback to Product, and help build our customer advisory board and reference program.

Requirements

• 7+ years in Customer Success, Account Management, or enterprise sales at a B2B SaaS company, with at least 3 years owning strategic, Fortune 500, or Global 2000 accounts.
• A record of growing large accounts through multi-year renewals and significant expansion, with numbers to show for it.
• Executive presence: you're credible in the room with CISOs and CIOs, and comfortable saying what the customer needs to hear.
• Domain depth in vulnerability management, exposure management, patch management, or endpoint management.
• Experience building account plans and multi-threading across large, matrixed, often global organizations.
• A structured sales method (we use MEDDPICC) and the forecast discipline to back it up.
• A startup or high-growth mindset: urgency, self-direction, and energy for building something new.

Nice to have

• You've built or scaled a strategic or enterprise CS motion.
• You've mentored or led CSMs.
• You've worked with global system integrators, resellers, and MSSPs on enterprise renewals.
• You've run customer advisory boards or reference programs.
• You know the endpoint security, EDR/XDR, or exposure management ecosystems.