Strategic Customer Success Manager

At Kentik, our most important asset is our customer base and we are committed to building deep, lasting partnerships that extend far beyond the initial sale. We are seeking a Strategic Customer Success Manager to serve as a trusted advisor to a portfolio of our most critical accounts. In this role, you will be the single point of accountability for the entire customer journey, driving adoption, maximizing value realization, and ensuring a predictable renewal and growth trajectory.

You will operate at the intersection of our customers’ business goals and our product capabilities, translating their long-term vision into tangible success outcomes. You will navigate complex organizational structures, engage with C-level executives, and articulate Kentik's value in the context of their strategic initiatives. This is a highly visible, high-impact role requiring a seasoned professional with a "get it done" mindset and a passion for building successful, enduring customer relationships.

• Executive Business Partnership: Establish and nurture relationships with key customer stakeholders, including C-level executives and senior leadership, to align on strategic objectives and ensure Kentik is delivering quantifiable business value.
• Strategic Account Management: Take ownership of a portfolio of our most strategic customers, defining and executing a proactive success plan that maps Kentik's solutions to their long-term business goals and desired outcomes.
• Drive Value Realization: Systematically track and report on product adoption, health scores, and key performance indicators (KPIs) to proactively identify risks and opportunities for expansion, leveraging these insights to ensure customer ROI.
• Cross-Functional Leadership: Act as the internal champion for your customers, collaborating with and leading cross-functional teams (Account Executives, Sales Engineers, Product, and Engineering) to resolve complex challenges and drive the strategic direction of their account.
• Renewal & Growth Strategy: Develop and own the renewal strategy for your book of business. Identify and cultivate upsell and expansion opportunities, working closely with the sales organization to grow the account footprint.

Advocacy & Feedback: Serve as the voice of the customer within Kentik, translating critical feedback and market trends into actionable insights for our product and leadership teams to influence the product roadmap.

What you'll bring

Studies have shown that some candidates tend to apply to jobs only if they meet 100% of the qualifications. We encourage you to apply if you meet most of the criteria - even if you don’t match all of the qualifications, your skills and experience could be valuable in this role!

• A minimum of 7-10 years of experience in a senior-level Customer Success, Strategic Account Management, or similar client-facing role within the SaaS industry.
• Proven track record of managing a portfolio of large enterprise or strategic accounts, consistently meeting or exceeding renewal and expansion targets.
• Demonstrated ability to engage and build trust with C-level executives and senior business leaders.
• Deep understanding of SaaS business models, value drivers, and the customer lifecycle.
• Expertise in leveraging data and analytics to drive customer success and identify key business insights.
• Exceptional communication and presentation skills, with the ability to articulate complex technical and business concepts to diverse audiences.
• Experience with revenue recognition in a SaaS framework is highly desired.
• Experience with networking or related technology is a strong plus.
• Ability to travel up to 25% to build in-person relationships and support strategic initiatives.

What we offer

Kentik is a fully remote company that operates globally. We seek professionals that will help us thrive as an organization, and in turn, to broaden and enhance your career. We’re very thorough in the interview process to understand your skills and how they will relate to your successful growth here at Kentik. Our compensation philosophy encompasses a fair program for all in order to attract, engage and retain talented individuals who will drive our business and wow our customers.

The base salary range for this position is: $164,000 - $180,000, with an expected overall targeted earnings (OTE) range of: $205,000 - $225,000. The salary range and OTE reflect the low and high end of the U.S. range Kentik reasonably and generally expects to pay the hired candidate in this role.This range reflects the low and high end of the U.S. compensation range Kentik reasonably and generally expects to pay the hired candidate in this role. The actual compensation offered may be lower or higher than the stated range depending on various factors, including but not limited to:

• Experience with the skill sets required for success
• Demonstrated competencies and potential 
• A geographic market-based approach

In addition to a great career opportunity, Kentik offers stellar benefits for our employees, which include:

• 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
• Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
• Paid family & medical leave 
• Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
• 401(k) retirement account
• Home office reimbursement 
• Stock options

Note: Benefits are as listed for all US full-time employees. For compensation, international applicants will be treated equitably in relation to the laws applicable within the countries in which we operate.