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.

Requirements

Required Experience :

Knowledge & Skills :

Preferred Skills & Knowledge :

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!

Benefits