Socure - Sr. Strategic Customer Success Manager, Big Tech/AI
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Responsibilities
• Customer Partnership & Advocacy • Build trusted relationships with executives and operational stakeholders across customer organizations. • Act as the customer’s advocate internally, ensuring their needs influence product, support, and go-to-market priorities. • Position our solutions as enablers of the customer’s most strategic business initiatives. • Strategic Success & Value Planning • Lead joint success planning to align customer goals with solution capabilities. • Partner with Solution Consultants to interpret adoption signals and connect them to measurable business outcomes. • Provide Account Executives with health insights that inform renewal and expansion strategies. • Customer Engagement Leadership • Lead executive business reviews (EBRs) with data-driven updates on ROI, outcomes, and roadmap alignment. • Facilitate model governance sessions to ensure transparency, compliance, and confidence in solution performance. • Run cross-line-of-business and global alignment programs to unify strategy and execution across customer divisions or regions. • Support change management, benchmarking, and operational excellence programs that help customers scale solutions across the enterprise. • Promote advocacy by identifying opportunities for customers to serve as references, case studies, or industry champions. • Customer Health & Retention • Own the holistic view of account health, combining adoption, engagement, and satisfaction data. • Identify risks early and orchestrate internal resources to mitigate churn. • Provide structured reporting and health insights to customers and internal stakeholders. • Operational Excellence & Escalations • Ensure customers receive timely support and guidance across all engagements. • Take ownership of managing and resolving critical escalations with urgency and transparency. • Partner with internal stakeholders to remove friction and ensure seamless customer experiences. • Leadership & Mentorship • Lead complex customer programs and set the standard for strategic enterprise engagement. • Channel customer feedback into product innovation and roadmap direction. • Mentor junior teammates, fostering a culture of learning and growth. • You consistently deliver a clear, actionable view of account health, combining adoption insights, engagement, and satisfaction. • Customers see you as a strategic advisor and executive partner, deepening trust across all levels — from operational users to C-suite sponsors. • You lead impactful executive business reviews, governance forums, and cross-organizational programs that reinforce ROI and alignment. • Net Dollar Retention (NDR) and Customer Lifetime Value (CLV) improve across your portfolio as a result of proactive engagement. • Churn risk is identified and mitigated early, leading to stronger retention. • Customers actively participate in advocacy programs (references, case studies, advisory boards). • Account Executives and Solution Consultants view you as the orchestrator of success, ensuring all functions stay aligned. • Escalations are resolved quickly and transparently, reinforcing confidence in our partnership. • Junior teammates benefit from your mentorship, raising the capability of the entire
Benefits
• $140K – $165K • Offers Equity • Offers Commission • This is a base salary range for this job based on the job requirements. • Base pay is only one component of Socure's compensation and our total rewards package includes equity, benefits, and an annual bonus or a commission plan. • annual bonus • commission plan. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please note: we have set up limits for applications for this role. • Candidates may not apply more than 3 times in any 30 day span for any job at Socure. • Candidates may not re-apply to the same role within 30 days. • or drag and drop here • Why are you interested in this job at Socure? • Unfortunately we are unable to hire employees residing in these states. • You may have to go into office 2-3 times a week. • San Francisco, CA • New York City, NY • Socure's Recruiting Privacy Policy • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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