Strategic Customer Success Manager – Remote

As a Strategic Customer Success Manager (CSM) at Agiloft, you will manage a portfolio of high-value and strategically important customers with complex business needs, stakeholder environments, and service engagements.

You will serve as a trusted advisor, developing a deep understanding of customer objectives and helping customers maximize the value they realize from Agiloft. Through proactive, data-informed account management, you will guide adoption, monitor customer health, identify risks, and shape strategies that support retention, growth, and long-term success. You will bring strong product expertise and consultative skills to help customers understand relevant capabilities, navigate configurations, and adopt functionality that supports their business priorities. You will partner closely with Account Managers and cross-functional teams to coordinate complex customer engagements, address challenges, and identify expansion opportunities.

Success in this role looks like strong strategic customer relationships, measurable value realization, sustained adoption and retention, effective navigation of complex stakeholder environments, and identification of meaningful opportunities to expand customer value.

• Serve as the primary Customer Success partner for a portfolio of high-value and strategically important customers.
• Build trusted relationships across complex customer organizations, including senior and executive stakeholders as appropriate.
• Develop a deep understanding of customer business objectives, priorities, success measures, and evolving needs.
• Translate customer goals into clear success plans and measurable outcomes supported by Agiloft.
• Conduct strategic customer engagements and Business Reviews to assess progress, demonstrate value, and align on priorities.
• Act as a trusted advisor by recommending approaches that help customers maximize the value of Agiloft.

• Maintain strong product expertise and advise customers on relevant Agiloft capabilities, new functionality, and best practices.
• Conduct product demonstrations as appropriate and provide consultative guidance on technical setups and configurations within the scope of the role.
• Guide feature adoption, onboarding, and change management for key capabilities and customer initiatives.
• Monitor usage, engagement, account health, and other customer signals to identify potential risks and opportunities.
• Develop and execute strategies to improve adoption, address customer challenges, and strengthen value realization.
• Use data and customer insights to inform account strategy, recommendations, and customer conversations.

• Proactively manage customer health and risk to support strong retention across the assigned portfolio.
• Partner with Account Managers on renewal and growth strategy, providing customer context, health insights, risks, and value realization information.
• Identify and qualify upsell, cross-sell, and expansion opportunities based on customer objectives, adoption, and evolving needs.
• Generate internal referrals and contribute to pipeline growth through strategic identification of customer opportunities.
• Maintain accurate account information, risks, opportunities, and customer activity within relevant systems.

• Coordinate across Implementation, Support, Sales, Product, Engineering, partner implementers, and other internal stakeholders to advance complex customer needs and service engagements.
• Navigate competing customer priorities, dependencies, and stakeholder interests to maintain progress and alignment.
• Communicate complex customer needs, risks, and opportunities clearly across internal and external stakeholder groups.
• Represent the voice of the customer internally and contribute insights that can inform product, process, and customer experience improvements.
• Leverage AI-enabled tools to improve productivity, synthesize customer and account information, and streamline routine Customer Success workflows.
• Apply sound judgment when balancing customer needs, business objectives, available resources, and competing priorities.
• Other duties as assigned.