Senior Strategic Customer Success Manager Remote (Hybrid near Draper, UT or Westlake/Dallas, TX) Job Summary The Senior Strategic Customer Success Manager (CSM) is responsible for owning the customer lifecycle for a portfolio of strategic accounts from onboarding and implementation through adoption, renewal, and growth. This role requires building strong, trusted relationships, ensuring measurable business outcomes, and acting as a customer advocate. The CSM will collaborate closely with Sales and other internal teams to design and execute customer success plans that drive long-term value and retention. Responsibilities • Serve as the primary point of contact for strategic accounts, overseeing onboarding, adoption, renewal, and expansion. • Anticipate customer needs and proactively address challenges to ensure seamless account health and retention. • Successfully onboard customers by guiding deployment, adoption, and full utilization of services. • Monitor customer experience using internal tools and metrics, taking timely action to improve satisfaction and value realization. • Act as a trusted advisor, building strong executive-level relationships and helping customers define and achieve success. • Collaborate with Account Executives, Account Managers, and cross-functional partners to align customer success efforts with growth strategies. • Facilitate business reviews, trainings, webinars, and other key engagements to drive customer adoption and outcomes. • Respond directly to technical inquiries when possible, or coordinate with internal experts to resolve customer issues. • Prepare and deliver compelling presentations tailored to customer needs and goals. • Travel up to 50% as required to support customer engagements. Required Qualifications • Bachelors degree in Sales or equivalent professional experience. • 35 years of progressive experience in customer success, sales, consulting, or technical enablement. • Strong background working with Gainsight and Salesforce. • Experience implementing new processes within customer success functions. • Proven ability to build executive-level relationships and drive adoption within enterprise accounts. • Understanding of SaaS environments, including license management, onboarding, training, and success measurement. • Excellent communication, customer service, and presentation skills. • Experience in workforce development, skills-based learning, or EdTech. • Organized, self-motivated, and capable of thriving in a fast-paced, entrepreneurial environment. Nice to Have • Technical aptitude with development and IT solutions. • Experience facilitating executive business reviews and strategy sessions. • Prior success navigating complex enterprise customer relationships. Work Model • Remote role with hybrid expectations for applicants located within 45 miles of Draper, UT, or Westlake/Dallas, TX offices (on-site Tuesday - Thursday; remote flexibility Monday & Friday). Why You'll Love Working Here • Mission-driven culture focused on innovation and lifelong learning. • Blended remote and hybrid workplace flexibility. • Strong commitment to diversity, belonging, and team member growth. • Comprehensive benefits including competitive compensation, medical coverage, unlimited PTO, Summer Fridays, wellness reimbursements, professional development funds, and more.