Strategic Customer Success Manager, Windfall

• Bachelor’s degree
• At least 8 years of experience in analytical, customer-facing roles (e.g., customer success, consulting, solution consulting, implementations, growth strategy), with a minimum of 3 years dedicated to managing a portfolio of Strategic, Enterprise, or Global accounts in B2B SaaS/Data
• Experience managing a book of business of at least $3M in ARR
• Experience developing strategic success plans and orchestrating cross-functional dynamics to drive positive outcomes with customers
• Exceptional forecasting acumen and operational rigor, with proven experience identifying risk and growth signals to maintain forecast accuracy and drive commercial discussions
• Demonstrated success with navigating large organizations, driving adoption and expansion, and cultivating executive relationships/sponsorship
• Deep understanding of how data intelligence impacts go-to-market strategies, specifically in areas like digital marketing and performance measurement
• Established track record of building relationships and presenting to Directors, VPs, and C-level executives
• Passion for learning
• Experience with CRMs (ideally Salesforce or HubSpot)
• Thrives in the challenges of startups, motivated by the opportunity for rapid learning and growth rather than a traditional 9-to-5 routine
• Exemplary organizational skills and meticulous attention to detail, coupled with a commitment to task completion and thoroughness
• Outstanding verbal and written communication skills, capable of simplifying complex issues and adjusting communication styles for diverse audiences
• Highly analytical and adept at problem solving
• Team-oriented attitude. Contribute, share expertise, take accountability, and foster empathy in relationships

Desirable

• As a Strategic Customer Success Manager, you will be accountable for the health, retention, and expansion of Windfall’s largest and highest-value accounts
• You will serve as the client's primary strategic partner, driving executive-level alignment and maximizing their lifetime value, strategic adoption, and overall partnership with Windfall
• You will own the entire customer lifecycle from onboarding to multi-year growth strategies while orchestrating cross-functional execution with your Windfall counterparts in Sales, Implementation, and Product
• You will have direct ownership over the Annual Recurring Revenue (ARR) and Net Revenue Retention (NRR) for your assigned portfolio
• We’re on a mission to change how organizations perceive and use people data
• And we hold true to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Make a difference every day; and (5) Act with integrity and trust
• Deliver value for your customers by enabling your customers to use Windfall’s solution to meet their business objectives
• Identify new opportunities within your book of accounts, including potential for increased sales, enhanced analytics, and broader marketing initiatives
• Develop and execute a comprehensive Account Growth Strategy (e.g., land-and-expand strategies, value mapping) to significantly increase usage, adoption, and ultimately, lifetime value and revenue
• Lead Executive Business Reviews (EBRs) with client C-level/SVP sponsors, focused on quantifiable Return on Investment (ROI), realized business value, and alignment on future strategic objectives
• Own end-to-end customer experience, including onboarding, product adoption and usage, implementation of best practices and growth
• Proactively manage relationships within customer’s teams, including multi-threading across departments and levels, and adapting to customer team hires and departures
• Serve as a trusted advisor and industry expert, translating Windfall's data intelligence into high-impact business outcomes for the client
• Develop internal playbooks and customer-facing content, including best practices guides and thought leadership pieces
• Develop and implement efficient processes to enhance customer engagement and satisfaction
• Lead strategic initiatives and influence the Customer Success roadmap by synthesizing the needs of our largest customers and translating them into actionable organizational improvements
• Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation
• Lead efforts to validate and enhance the effectiveness of Windfall's offerings through product feature requests, feedback and discussions