Senior Customer Success Manager

Senior Customer Success Manager

Strategic Account Management Association

About SAMA: The Strategic Account Management Association (SAMA) is a leading global organization dedicated to advancing the discipline of strategic account management. We empower professionals and organizations to build stronger customer relationships, enhance value delivery, and drive sustainable growth. Our community includes individuals at various stages of their careers and companies across multiple industries.

This is a remote position that could be based anywhere in the United States

Summary

This role serves as the primary relationship owner and strategic partner for an assigned portfolio of member organizations, ensuring they achieve measurable business outcomes through their SAMA membership investment. The Senior Customer Success Manager is responsible for increasing SAMA’s overall membership by identifying and closing new membership opportunities and driving member retention, satisfaction, and revenue growth within SAMA's membership community.

The Customer Success Manager identifies new and existing member needs, orchestrates cross-functional resources to deliver integrated solutions, and proactively develops growth opportunities aligned with both member objectives and SAMA's revenue targets. This position combines consultative relationship management with business development acumen to support new organizational membership acquisition, existing member engagement, and ensure long-term retention.

Reports To: Director, Customer Success & Marketing

FLSA Status: Exempt

Primary Duties and Responsibilities

Essential duties and responsibilities include, but are not limited to:

Strategic Account Management

Serve as primary point of contact and trusted advisor for assigned portfolio of member organizations with the SAMA team, and community

Develop and maintain strategic account plans for each member organization, identifying member business objectives and challenges, current utilization of SAMA resources, gaps between member needs and value delivery, and opportunities for expanded engagement and revenue growth

Share account plans with Director for review and approval; incorporate feedback and coaching to strengthen account strategies

Conduct quarterly business reviews with member organizations to assess satisfaction, demonstrate ROI, review progress against objectives, and identify expansion opportunities

Proactively monitor member health indicators and engagement metrics; implement retention strategies for at-risk accounts

Revenue Growth & Retention

Achieve or exceed annual performance targets established by Director: which includes but is not limited to new member acquisition, portfolio revenue growth, membership growth, member retention rate, and member satisfaction scores

Identify and pursue expansion opportunities including additional organizational memberships, event participation, training enrollments, certification programs, and sponsorships

Support new member acquisition by converting qualified leads in coordination with Director

Develop and execute account-based strategies aligning SAMA offerings to specific member industry challenges and organizational priorities

Partner with Marketing to provide member insights informing targeted campaigns and value messaging

Member Engagement & Operations

Drive utilization of SAMA resources to strengthen value perception and reduce churn risk: conferences, Academy training, webinars, research library, and peer networking

Create customized onboarding experiences for new members accelerating time-to-value and establishing foundation for long-term engagement

Facilitate meaningful connections between members and SAMA's global community of strategic account management practitioners

Identify and cultivate member advocates who can provide testimonials, case studies, and speaking opportunities

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

Required:

Bachelor's degree (B.A./B.S.) in Business, Marketing, Communications, or related field

3-5 years strategic account management, key account management or related client-facing business development and/or sales experience in B2B environment.

Demonstrated track record achieving retention and growth targets simultaneously, while managing a broad portfolio of accounts

Preferred:

SAM/KAM Leader or Program Manager with a proven track record of success in delivering superior business objectives and win-win solutions with the organizations most strategic and valuable customers.

Expertise in strategic account management principles and methodologies

CSAM (Certified Strategic Account Manager), MBA, or similar distinguished sales professional certification

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Business Acumen & Strategic Thinking - Understands member business contexts and competitive challenges; develops account strategies aligning SAMA offerings to member objectives; demonstrates financial literacy and ROI orientation; makes data-informed decisions balancing member value with organizational revenue goals

Customer-Centricity & Relationship Excellence - Builds trusted advisor relationships based on deep understanding of member needs; demonstrates commitment to value co-creation; listens actively and uncovers unarticulated needs; anticipates challenges and proactively offers solutions

Communication & Influence - Communicates complex concepts clearly and persuasively; adapts communication style to diverse stakeholders; articulates value propositions that resonate with member priorities; influences without authority across organizational boundaries

Results Orientation & Accountability - Takes ownership of outcomes and follows through on commitments; demonstrates urgency and persistence; manages competing priorities effectively; exhibits creative problem-solving and maintains high quality standards

Collaboration & Teamwork - Works effectively across functions to coordinate resources; shares knowledge and best practices generously; supports colleagues' success and contributes to positive team culture

Integrity, Professionalism & Adaptability - Acts consistently with expressed values; treats all individuals with respect; maintains confidentiality; demonstrates ethical decision-making; embraces change and continuous learning

Computer Skills

To perform this job successfully, an individual should have:

Proficiency with Microsoft Office Suite and CRM systems (i.e.. Salesforce, HubSpot, or similar platforms)

Sales data analysis and reporting capabilities with ability to leverage technology tools effectively in support of their job

Success Metrics

Performance in this role will be evaluated based on:

Portfolio revenue growth (year-over-year)

Membership growth (year-over-year)

Member retention rate for assigned portfolio

Member satisfaction scores (ie. NPS, or similar rating system)

Member engagement metrics (event attendance, training enrollment, resource utilization)

Quality of account plans, business reviews, and CRM data management

Effective cross-functional collaboration and contribution to team success

Other Requirements

Valid driver's license and passport for travel to member sites, conferences, and events (approximately 10-15%)

Availability for occasional evening or weekend work to support member events and programs

Home office setup with reliable internet connectivity for hybrid/remote work arrangements

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, climb or balance, and stoop, kneel, crouch or crawl.

How to Apply: Please submit your resume and a cover letter outlining your relevant experience and why you would be a great fit for this role.

Job Type: Full-time

Pay: $70,000.00 - $120,000.00 per year

Benefits:

401(k)

401(k) matching

Dental insurance

Flexible schedule

Health insurance

Life insurance

Paid time off

Vision insurance

Education:

Bachelor's (Required)

Experience:

SAM/KAM : 5 years (Required)

Global Sales: 3 years (Preferred)

Work Location: Remote