Sr. Strategic Customer Success Manager, Big Tech/AI

📋 Description

• • Serve as the strategic partner and trusted advisor to Socure’s most valuable enterprise customers within the Big Tech/AI vertical, ensuring alignment between customer business goals and Socure’s identity trust solutions.
• • Build and maintain trusted relationships with C-suite executives and operational stakeholders across customer organizations, acting as the primary internal advocate for customer needs and priorities.
• • Lead joint success planning initiatives that translate customer strategic objectives into measurable outcomes using Socure’s AI-powered identity verification platform.
• • Partner closely with Account Executives to provide data-driven health insights that directly inform renewal, expansion, and upsell strategies, bridging customer success and sales functions.
• • Lead executive business reviews (EBRs) with comprehensive, data-backed updates on ROI, adoption metrics, business outcomes, and roadmap alignment to reinforce customer confidence and value realization.
• • Facilitate model governance sessions to ensure transparency, compliance, and ongoing confidence in Socure’s solution performance, particularly in regulated or high-stakes environments.
• • Design and execute cross-line-of-business and global alignment programs to unify strategy and execution across multi-departmental or multinational customer organizations.
• • Drive customer advocacy by identifying and nurturing opportunities for customers to serve as case studies, references, or participants in advisory boards.
• • Own the holistic view of account health by synthesizing adoption data, engagement signals, and satisfaction metrics to proactively identify churn risks and coordinate internal resources to mitigate them.
• • Manage and resolve critical customer escalations with urgency, transparency, and cross-functional coordination to ensure seamless experiences and maintain trust.
• • Channel customer feedback directly into product development and roadmap prioritization, influencing innovation based on real-world enterprise use cases.
• • Lead complex, multi-stakeholder customer programs that set the standard for strategic enterprise engagement across the organization.
• • Mentor junior Customer Success teammates, fostering a culture of learning, accountability, and excellence in enterprise customer management.
• • Promote operational excellence by ensuring customers receive timely support, clear guidance, and consistent communication across all touchpoints and engagement types.
• • Benchmark customer performance against industry standards and implement operational improvements to help customers scale Socure’s solutions across their enterprise.
• • Deliver structured reporting and health insights to both customers and internal stakeholders to maintain alignment and demonstrate sustained value.
• • Contribute to improving Net Dollar Retention (NDR) and Customer Lifetime Value (CLV) through proactive engagement, strategic planning, and risk mitigation across your assigned portfolio.
• • Ensure customers perceive you as an indispensable executive partner—trusted at all levels from operational teams to C-suite sponsors—whose insights drive strategic decisions.
• • Enable Account Executives and Solution Consultants by providing clarity on customer health and strategic priorities, ensuring all teams remain aligned around customer success.
• • Actively participate in shaping Socure’s customer success methodology by contributing best practices, frameworks, and lessons learned from enterprise engagements.