Strategic Customer Success Manager

As a Strategic Customer Success Manager, you will be accountable for the health, retention, and expansion of Windfall’s largest and highest-value accounts. You will serve as the client's primary strategic partner, driving executive-level alignment and maximizing their lifetime value, strategic adoption, and overall partnership with Windfall. You will own the entire customer lifecycle from onboarding to multi-year growth strategies while orchestrating cross-functional execution with your Windfall counterparts in Sales, Implementation, and Product. You will have direct ownership over the Annual Recurring Revenue (ARR) and Net Revenue Retention (NRR) for your assigned portfolio. We’re on a mission to change how organizations perceive and use people data. And we hold true to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Make a difference every day; and (5) Act with integrity and trust. Responsibilities:

Deliver value for your customers by enabling your customers to use Windfall’s solution to meet their business objectives

Identify new opportunities within your book of accounts, including potential for increased sales, enhanced analytics, and broader marketing initiatives

Develop and execute a comprehensive Account Growth Strategy (e.g., land-and-expand strategies, value mapping) to significantly increase usage, adoption, and ultimately, lifetime value and revenue

Lead Executive Business Reviews (EBRs) with client C-level/SVP sponsors, focused on quantifiable Return on Investment (ROI), realized business value, and alignment on future strategic objectives

Own end-to-end customer experience, including onboarding, product adoption and usage, implementation of best practices and growth 

Proactively manage relationships within customer’s teams, including multi-threading across departments and levels, and adapting to customer team hires and departures

Serve as a trusted advisor and industry expert, translating Windfall's data intelligence into high-impact business outcomes for the client

Develop internal playbooks and customer-facing content, including best practices guides and thought leadership pieces

Develop and implement efficient processes to enhance customer engagement and satisfaction

Lead strategic initiatives and influence the Customer Success roadmap by synthesizing the needs of our largest customers and translating them into actionable organizational improvements

Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation

Lead efforts to validate and enhance the effectiveness of Windfall's offerings through product feature requests, feedback and discussions

Requirements:

Bachelor’s degree

At least 8 years of experience in analytical, customer-facing roles (e.g., customer success, consulting, solution consulting, implementations, growth strategy), with a minimum of 3 years dedicated to managing a portfolio of Strategic, Enterprise, or Global accounts in B2B SaaS/Data

Experience managing a book of business of at least $3M in ARR

Experience developing strategic success plans and orchestrating cross-functional dynamics to drive positive outcomes with customers

Exceptional forecasting acumen and operational rigor, with proven experience identifying risk and growth signals to maintain forecast accuracy and drive commercial discussions

Demonstrated success with navigating large organizations, driving adoption and expansion, and cultivating executive relationships/sponsorship

Deep understanding of how data intelligence impacts go-to-market strategies, specifically in areas like digital marketing and performance measurement 

Established track record of building relationships and presenting to Directors, VPs, and C-level executives

Passion for learning

Experience with CRMs (ideally Salesforce or HubSpot)

Preferred Requirements:

Prior startup experience, particularly in B2B SaaS or data companies

Exceptional ability to craft and deliver highly professional, executive-level presentations and narrative materials

Attributes of Successful Candidates:

Thrives in the challenges of startups, motivated by the opportunity for rapid learning and growth rather than a traditional 9-to-5 routine

Exemplary organizational skills and meticulous attention to detail, coupled with a commitment to task completion and thoroughness

Outstanding verbal and written communication skills, capable of simplifying complex issues and adjusting communication styles for diverse audiences

Highly analytical and adept at problem solving

Team-oriented attitude. Contribute, share expertise, take accountability, and foster empathy in relationships