Strategic Account Manager - Customer Success (SaaS)

Who Are We?

Scaleworks is a software fund that acquires and invests in B2B SaaS companies. We are investors and operators who scale great products into great businesses. We apply a hands-on operational model where we take substantial positions in our investments, focus on markets we can lead in, and bring together teams of experienced B2B SaaS operators to help us get there. It puts businesses in a strong position to succeed, using low to no debt and reinvesting every dollar of profit back into growth.

Position Summary:

We are seeking a Strategic Account Manager for a Scaleworks portfolio company. This is a crucial role in nurturing and enhancing client relationships, ensuring a seamless customer journey from start to finish. The right candidate will have experience driving overall customer success through strategic engagement, clear communication, and a customer-first approach. In addition to supporting customer renewals you will have responsibility for retention, growth, and expansion within assigned accounts. The metrics for success for the role will be Net Retention Rate and Churn.

Key Responsibilities:

• Customer Relationship Management:
• Act as the primary contact for assigned accounts, building trust and fostering enduring partnerships. Understand the usage patterns within the accounts, spot trends early, and communicate with the customers on a strategic plan to ensure success.
• Conduct regular check-ins, Quarterly Business Reviews (QBRs), and develop Success Plans to drive alignment with client objectives.
• Renewals and Retention:
• Manage the entire renewal process, ensuring the timely and smooth execution of subscription contracts.
• Develop and implement proactive strategies to mitigate churn and effectively address customer concerns and escalations.
• Account Growth and Expansion:
• Identify and capitalize on opportunities for upselling and cross-selling within existing accounts to expand service utilization.
• Cultivate strong relationships with key stakeholders, including internal Champions and Economic Buyers.
• Strategic Account Planning:
• Conduct in-depth research to understand customer needs and create tailored value propositions and business cases that align with their goals.
• Employ a structured methodology to ensure continuous customer success and satisfaction throughout their lifecycle.

Required Experience:

• 2-4 years of experience in Account Management (AM), Customer Success Management (CSM), or Technical Account Management (TAM) roles, specifically serving enterprise-level customers.
• Demonstrated history of exceeding performance targets or consistently ranking as a top performer.
• Proven ownership of retention, renewal, and expansion targets within a defined book of business.
• Experience managing accounts, preferably within the MarTech SaaS industry. (preferred).
• Consistent work history demonstrating stability and commitment (minimum 2-3 years in previous roles).

Knowledge & Skills:

• Proficiency in account research and the development of customized strategies for customer success.
• Familiarity with IT infrastructure stacks, IT organizational structures, Marketing, eCommerce stacks, and the benefits of SaaS industry platforms.
• Competency in utilizing methodologies such as QBRs and Business Reviews for continuous improvement cycles.
• Strong discovery, questioning, and active listening skills to accurately identify customer needs and propose effective solutions.
• Adept at building relationships across various organizational levels, including executive-level stakeholders, and fostering internal champions within client organizations.
• Show keenness and ability to use AI tools effectively to drive customer delight.
• Have a burning desire to win.

Preferred Skills & Knowledge:

• Understanding of SaaS and Martech is helpful.
• Experience in constructing and presenting compelling business cases to executive stakeholders.

This role is perfectly suited for a proactive, strategic thinker who excels at building lasting relationships and delivering significant value to customers, ultimately contributing to business success. If you are passionate about customer success and possess the requisite experience and mindset to excel, we encourage you to apply!

• Premier Health Insurance plan with $0 deductible and $0 co-pay
• Dental and vision insurance plans
• Flexible spending account options
• Open Paid Time Off Policy plus nine paid public holidays
• Participation in our 401(k) savings plan
• Company-paid Life and AD&D coverage
• Educational materials and expenses to support related development