Senior Strategic Account Manager - Massachusetts Based (Remote)
Let's Talk about the role!
- Business Value Realization – Partner with customers to define success metrics, demonstrate measurable business outcomes, communicate ROI to executive stakeholders, and ensure CustomerGauge becomes a strategic partner rather than simply a software vendor.
- Account Portfolio Management - manage your entire account portfolio, ensuring optimal client satisfaction and achieve assigned strategic account Key Performance Indicators (KPIs), Objectives and Key Results (OKRs).
- Strategic Account Management KPIs/OKRs - maintain a team Net Retention Rate of 105% while ensuring one touch per account each month and conducting 10 Impact Reviews per quarter with key client stakeholders.
- Client Relationship Management - establish and nurture strong, long-term client relationships with strategic stakeholders and build trusted executive relationships across customer organizations., addressing queries and concerns promptly.Advocacy and Innovation - advocate solutions and innovative ideas to meet client needs and handle challenges and problems effectively, providing timely resolutions.
- Liaison and Communication - act as the liaison between key customers and internal teams and identify and approach new potential strategic opportunities that increase customer value and long-term revenue.
- Sales Performance Monitoring - monitor sales performance metrics and report on trends and prepare monthly, quarterly, and annual reports and forecasts.
- Upsell and Cross-Sell Opportunities - work with the commercial team to identify larger upsell and cross-sell opportunities and "Activate Promoters" for referral and further upsell opportunities.
- Churn Risk Management - connect Executive Sponsors with high-value and strategic accounts to decrease churn risk while identifying churn risk in all accounts and proactively report/escalate where applicable. Develop proactive action plans for all accounts.
- Collaboration and Development - collaborate with the Account Services team & other internal stakeholders to guide, assist, and develop partner accounts.
But it does not stop there; you are an evangelist, culture carrier, educator, communicator, have the ability to understand technical questions and communicate solutions. Maybe you’ll be on one of our podcasts talking about what you do or perhaps you’ll write up your tips and tricks on LinkedIn.
In CustomerGauge, you’ll have the headroom to develop your career - this role has traditionally led to some interesting promotion paths to product management, pre-sales engineering, education and maybe one day you may manage your own team. We’ll teach you the business, and we hope you can teach others.
Why us?
Our mission; we're helping our clients create better Account Experiences for their clients. Such a simple thing, but with our large b2b clients we're having a massive impact on the world. Have you had a great experience with a company recently? It's possible CG had a lot to do with it.
We are a diverse organization that celebrates differences. Started in Amsterdam, our multicultural approach means we currently have more than 15 languages and nationalities. And there’s something about working on a global team where you can connect with a sales member locally all the way to the product manager in Amsterdam on any given day. Occasional international travel to customer sites, events and company meetings.
Who you are:
- Bachelor's level degree is preferable
- 5+ years of account management / customer success / support / service experience and an aptitude for explaining and providing training to others
- Fast learner who can work independently and as part of a team, and take ownership of projects
- Understand concepts of customer retention
- Exceptional communication skills and comfortable presenting to key stakeholders within your accounts
- Love interacting with customers and continuously strive for their success while being commercially minded
- Thrive in a dynamic constantly evolving high tech environment
- Multi-task, change priorities and organize
- We like: hard workers, team players with a can-do attitude
- Fluency in English is a must, any other European language is a preference.
Benefits:
- Competitive compensation package (including uncapped variable component
- Health Insurance (Medical, Dental & Vision) 70% contribution for employees
- Participation in the SAR Plan
- Unlimited PTO (manager approval required)
- MacBook provided
- Occasional travel to customers and global offices
- Full-time remote position
- A high-impact role in an emerging industry leader
- Cross-functional Collaboration: Work closely with Sales, Marketing, Product and Account Services to deliver coordinated customer engagement and drive commercial success.
- AI & Automation Mindset: Embrace AI and automation to improve productivity, enhance customer engagement and eliminate repetitive work. We're building an AI-native organization and are looking for people who proactively adopt new tools and ways of working.
- Opportunities for career growth and internal development in a fast-growing international SaaS company
Diversity Drives Our Experiences
Diversity has been an integral part of our corporate identity since the first day of CustomerGauge. Inclusiveness is more than a corporate diversity statement to us; we live it every day and celebrate what makes us all unique. We welcome you to be yourself; our authenticity helps create remarkable experiences for all!
