Strategic Customer Success Manager

As Miter moves up-market, we're looking for a Strategic Customer Success Manager to own our largest and most complex customer relationships post-launch. You'll manage a book of business in the $2–$3M ARR range, including multi-entity accounts, large field workforces, and PE-backed, high-growth contractors where executive stakeholders are deeply invested in outcomes. This is an outcomes-driven role. You'll be measured on gross and net revenue retention, product adoption and health, and the expansion pipeline you generate. You'll build C-suite relationships, construct and execute strategic account plans, navigate escalations with calm and credibility, and drive every initiative to completion. You'll partner closely with Launch, Sales, Solutions Engineering, Support, and Product to turn customers into long-term advocates and help define what world-class customer success looks like at Miter.

Responsibilities

Own a portfolio of strategic accounts (~$2–$3M in ARR) and carry the number for gross revenue retention (GRR) and net revenue retention (NRR), proactively forecasting and de-risking every renewal; Drive deep, durable adoption of the Miter platform across payroll, HR, and finance workflows, monitoring health signals, building success plans, and intervening early; Identify, qualify, and advance Customer Success Qualified Leads (CSQLs), surfacing upsell and cross-sell opportunities and partnering with Sales to convert them into expansion revenue; Establish and deepen trusted-advisor relationships with executive sponsors (CEO, CFO, COO, VP of HR/Operations), running executive business reviews that tie Miter to measurable business outcomes; Build and maintain account plans for each customer, including stakeholder maps, success metrics, value-realization roadmaps, and risk registers, and execute against them with clear milestones; Serve as the point of accountability for escalations, coordinating cross-functional response, communicating clearly with executives, and driving escalations to resolution; Operate with minimal oversight to push initiatives, renewals, and expansion efforts to completion, owning outcomes end-to-end; Work closely with Launch, Sales, Solutions Engineering, Support, Product, and Engineering to ensure seamless handoffs, relay customer insights, and advocate for improvements; Contribute to playbooks, process improvements, and team best practices as the Strategic CS motion grows

Requirements

6+ years in customer success, account management, consulting, or a fast-growing services/ops role, ideally owning enterprise or strategic accounts; Demonstrated ownership of an Enterprise book of business with a track record of strong gross and net revenue retention and expansion against quota; Experience building relationships with and presenting to C-suite and senior executive stakeholders; Experience with payroll, accounting, tax, HCM, ERP, or other financial/operational products; Strong account-planning and project-management skills, able to manage multi-month initiatives and drive them to completion; Comfort working with data (Excel/Sheets) to diagnose health, quantify value, and build the business case for expansion; Ability to understand integrations, APIs, and technical documentation well enough to unblock customers; Consistently handle escalated account situations and drive them to resolution while keeping internal executives and client stakeholders aligned; Highly organized, detail-driven, and adaptable when things aren't fully defined

Nice to have

HCM, ERP, and/or construction industry exposure

Benefits

Competitive compensation (salary, commission, and equity packages); Comprehensive medical, dental, FSA, and vision plans; 401(k) retirement plan with company-matched contributions; Flexible PTO; 16-week paid parental leave for all parents, including adoptive and foster parents; Annual educational allowance for external professional development; Office extras (snacks, coffee, lunch, commuter benefits) for in-office employees; Company-wide and team-specific off-sites per year