Strategic Account Lead

The Strategic Accounts Lead will work closely with the VP of Customer Success and be dedicated to managing and growing our largest and most complex global customer relationships.

This senior role is critical in driving strategic value, ensuring executive alignment, and delivering measurable outcomes for our enterprise clients. Acting as the primary executive point of contact, the Strategic Account Lead will sit across supporting functions—including Customer Success, Account Management, Managed Services, Product, Support, and Implementation—to orchestrate a seamless customer experience and strengthen long-term partnerships.

In this role you will own a small portfolio of SmartRecruiters' most strategic relationships. Key responsibilities include establishing a trusted, strategic advisor relationship with each customer by building long-term relationships with senior leadership contacts and deeply understanding their strategy and goals. In addition, building annual strategic plans that advance the customer’s partnership with us, communicating SmartRecruiter’s value, optimizing the use of the system, identifying add-on opportunities and delivering market-leading renewal rates.

Key Responsibilities

• Serve as the primary executive contact for a portfolio of large, global strategic accounts,ensuring strong customer satisfaction, retention, and growth.
• Assume overall responsibility for adoption and success to ensure customer satisfaction by preventing and resolving critical issues and escalations.
• Act as a strategic advisor to customer leadership, aligning our solutions to their business priorities and long-term objectives.
• Provide proactive recommendations for account success and find creative solutions to any challenges that may arise.
• Orchestrate collaboration across internal teams—including Customer Success, Account Management, Managed Services, Support, and Implementation—to deliver a unified customer experience.
• Lead and influence executive-level business reviews, success planning, and joint roadmaps that drive measurable customer outcomes.
• Apply strong data and analytical skills to monitor account health, identify risks/opportunities, and drive actionable insights.
• Represent the customer’s voice internally, influencing product development, service innovation, and business strategy.
• Drive renewal and expansion strategies in partnership with Sales leadership.
• Ensure governance and executive alignment with global stakeholders across multiple regions and business units.

• 8+ years of customer success experience in enterprise software or SaaS organization with accounts > $1m ARR and total books of business > $10m.
• Proven track record of driving issues to resolution and advocating on behalf of a customer.
• Expert time management, organisational and prioritisation skills.
• Deep data analysis skills are essential.
• Experience of working with global enterprise customers.
• Strong knowledge of cloud architecture and IT landscape.
• Extensive experience in consulting and implementation of IT systems, preferably cloud service.
• Previous Project Management experience is highly desirable.
• Knowledge of HR or Talent Acquisition is essential.
• Experience of working with Applicant tracking systems and recruitment technology is an advantage.
• Demonstrated ability to plan and execute against customer priorities and expectations
• Experience in process improvement, decision making, managing processes, planning, developing standards, and service excellence.
• Previous experience of working with a franchise model is a significant advantage
• Experience with SaaS solutions such as Salesforce is preferred.
• Available to travel up to 35%

SmartRecruiters strives to offer equitable and engaging compensation to our employees across the globe as we always seek to attract, motivate, and retain the right talent. We utilise a data-driven approach in order to remove biases in our decisions.