Strategic Customer Success Manager

Job Description

As a Strategic Customer Success Manager (CSM), you will be the trusted, executive‑facing partner for a portfolio of Eptura’s most strategic customers. You will own the post‑sale relationship end‑to‑end, with accountability for value realisation, long‑term adoption, retention, and growth. This is not a reactive or relationship‑only role. Strategic CSMs at Eptura operate within a highly structured Customer Success Rhythm, combining strong executive presence with operational rigor. You will lead complex customer relationships, proactively manage risk, and coordinate cross‑functional teams to ensure our customers consistently achieve measurable outcomes from their investment in Eptura. You will partner closely with Sales, Renewals, Support, Professional Services, Product, and Customer Marketing, acting as the central point of orchestration and the first escalation point for your accounts.

Responsibilities

• Manage a portfolio of approximately 10–14 strategic accounts, developing deep knowledge of each customer’s business, objectives, stakeholders, and success criteria.
• Serve as the primary post‑sale owner for assigned accounts, accountable for overall customer health, retention, and growth.
• Build strong, multi‑threaded relationships with customer stakeholders, including senior and executive leaders, and navigate difficult or high‑stakes conversations when required.
• Own and consistently execute Eptura’s Strategic Customer Success Rhythm, including regular cadence customer meetings, executive‑facing Success Plans as living documents, quarterly Executive Business Reviews, growth and risk signals, and accurate logging of all activities in the CS CRM.
• Partner with customers to define, track, and measure business outcomes, ROI, and value realisation from Eptura solutions.
• Drive product adoption and expansion by aligning Eptura capabilities to customer goals, initiatives, and evolving needs.
• Identify and communicate opportunities for cross‑sell, upsell, and broader platform adoption in partnership with Sales and Account Executives.
• Proactively monitor customer health, engagement, and risk signals to identify potential churn or underperformance early.
• Facilitate escalations in line with Eptura’s formal escalation framework, coordinating Support, Product, Professional Services, Renewals, and leadership as required.
• Develop and execute Get‑to‑Green plans for at‑risk accounts, keeping internal stakeholders and leadership informed throughout.
• Work closely with Account Executives and Renewal Specialists to support renewals, forecasting accuracy, and long‑term account strategy.
• Effectively assemble and lead cross‑functional account teams to deliver outcomes and resolve complex customer challenges.
• Ensure accurate forecasting, renewal intent, and account status are maintained in the CS CRM.
• Maintain a high standard of operational discipline across all systems, ensuring clear visibility into account health, risks, and opportunities.
• Identify patterns and recurring themes across accounts to inform product feedback, enablement needs, and Customer Success improvements.
• Contribute to global Customer Success initiatives, enablement programs, success storytelling, and continuous improvement efforts across the CS organisation.

About You

• Demonstrated ability to deliver measurable value and outcomes to customers.
• Strong net retention, renewal performance, and account growth track record.
• Predictable execution of the Strategic Customer Success Rhythm.
• Clear, executive‑level communication – internally and externally.
• A customer‑centric, long‑term partnership focus, not just short‑term tasks.
• Proven experience managing a strategic book of business in Customer Success.
• Strong executive presence and comfort engaging, challenging, and influencing senior stakeholders.
• Balanced relationship‑building with structured, data‑driven execution.
• Comfortable with change and enthusiastic about adopting new processes, tools, and ways of working.
• Strategic thinking combined with operational consistency and attention to detail.
• Solid understanding of Customer Success as a discipline, including retention, growth, adoption, and value realisation.
• Experience with CS platforms and data sources such as Planhat, Gainsight, Totango, ChurnZero, and Salesforce.
• Strong grasp of Customer Success metrics including Net Retention, Gross Retention, NPS, and Health Scores.
• Excellent analytical skills, including strong Excel capabilities.
• Experience in B2B SaaS or enterprise software environments.
• French and/or German language skills are a plus.

Benefits

• 25 days holiday
• Additional company holidays throughout the year
• Contributory pension
• Life insurance (DIS)
• Flexible work options

Eptura Information

• Eptura is an Equal Opportunity Employer. At Eptura we promote a flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.

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