Customer Success Manager (Strategic Accounts)

Job description

We are seeking a Customer Success Manager (CSM) to own and grow relationships with our top 30–40 high‑value customers. This role is critical to ensuring customer satisfaction, retention, and long‑term success. This role will reside under the Sales and Marketing arm of System Innovators.As the primary point of contact for strategic customers, you will act as a trusted advisor, internal advocate, and first line of defense for customer needs. You will work closely with Sales, Client Services, and Technical teams to ensure customers receive value, issues are addressed quickly, and opportunities for growth are identified.This is a highly visible role with direct exposure to leadership and customers. Customer Relationship Management - Own day‑to‑day relationships for a portfolio of 30–40 strategic accounts - Serve as the primary customer contact for questions, concerns, and escalations - Build strong, trusted relationships with customer stakeholders Business Reviews & Engagement: - Schedule, prepare, and lead regular Business Reviews with assigned customers - Ensure a minimum of 25% of assigned customers are engaged through Business Reviews annually - Identify customer goals, risks, and...