General (Non Tech) Job Template

The Senior Strategic Customer Success Manager is responsible for cultivating and maintaining strong relationships with Socure’s customers, ensuring high levels of satisfaction, retention, and measurable business outcomes. As a trusted advisor, the CSM partners with customers to drive adoption, maximize value, and proactively address risks. This role collaborates cross-functionally with sales, product, support, and executive teams to deliver a seamless customer experience and support Socure’s growth objectives.

Responsibilities

Serve as the primary point of contact for a portfolio of customers, managing the post-sale relationship and ensuring a positive client experience; Build trusted relationships with key stakeholders, acting as a strategic partner and advocate for their business objectives; Guide onboarding, training, and ongoing support to drive product adoption and usage across the customer base; Proactively monitor customer health, identify risks, and develop action plans to address issues and ensure retention; Conduct regular business reviews, performance reports, and value demonstrations to customers and executive stakeholders; Collaborate with sales, product, support, and executive teams to ensure a seamless customer experience and maximize customer value; Identify and pursue upsell and cross-sell opportunities in partnership with account management; Gather and relay customer feedback to inform product improvements and business strategy; Maintain accurate records of customer interactions, health metrics, and account plans; Resolve complex customer issues by coordinating with support, product, and engineering teams as needed; Champion innovation in customer engagement models, approaches, and value creation.

Requirements

Bachelor’s degree in Business, Marketing, Communications, or a related field; 8+ years of experience in customer success, account management, or a related field—preferably in B2B technology, fintech, or SaaS; Proven ability to build and manage relationships with customers and act as a trusted advisor; Strong written and verbal communication skills; Analytical skills to interpret customer data, identify trends or risks, and drive action; Project management and organizational abilities; able to manage multiple projects and adapt to shifting priorities; Technical aptitude to understand and explain Socure’s solutions; Collaboration and relationship-building skills across cross-functional teams; Adaptability, creativity, and a proactive approach to challenges.