Strategic Customer Success Manager – Remote

As the most trusted global leader in data-first contract lifecycle management (CLM) software, Agiloft helps organizations manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts using our flexible Data-first Agreement Platform (DAP). With contract data as the foundation, customers quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. Employing powerful, pragmatic artificial intelligence as a legal force multiplier, and robust integration capabilities as a data liberator, organizations around the world trust Agiloft’s certified implementers to deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle.

Top analysts like Gartner, Forrester, and IDC agree, all showing Agiloft as a leader in the CLM space. Our no code platform is easily managed and administered by business users, which is why Agiloft is the contract you keep: nearly a full 100% of new customers are satisfied with their initial implementations, and some 97% of customers renew every year. Ours is a growing, vibrant, successful company that is at the forefront of a market that is becoming a must-have for all organizations.

We believe that the way to build the strongest, most vibrant place to work is to bring in individuals from all walks of life, and to support them in bringing their authentic selves to their day, every day. Our working philosophy is that “EX = CX”: when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs), and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day.

Strategic Customer Partnership & Value Realization

• 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.

Product Expertise, Adoption & Customer Health

• 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.

Retention, Growth & Account Strategy

• 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.

Complex Engagement & Cross-Functional Collaboration

• 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.

5+ years of experience in Customer Success, Account Management, Relationship Management, or a related customer-facing role within a SaaS or technology environment.

Experience managing high-value, complex, or strategically important customer relationships.

Experience supporting complex service engagements and working across multiple customer stakeholders, priorities, or use cases.

Proven experience building and maintaining trusted customer relationships while driving adoption, retention, value realization, and growth.

Strong product and technical acumen with the ability to conduct product demonstrations and provide consultative guidance on product configurations.

Strong interpersonal and communication skills with the ability to effectively engage stakeholders at varying levels of seniority, including senior and executive stakeholders as appropriate.

Strong critical thinking and problem-solving skills with the ability to assess complex customer needs, risks, and opportunities and determine appropriate strategies.

Ability to use data, customer insights, and business context to inform account strategy and recommendations.

Strong organization and prioritization skills with the ability to independently manage multiple complex customer relationships and competing objectives.

Demonstrated ability to collaborate and influence across functions to drive customer outcomes.

Adaptability and comfort operating in a fast-paced, remote environment.

Experience using AI-enabled tools, automation, or other advanced systems to support productivity and day-to-day work.