Lifted - Strategic Customer Success Manager

• Serve as the primary, trusted advisor to our largest and most complex Fortune 100 customers, managing multi-faceted contingent workforce programs (IC, AOR, EOR, Staff Augmentation, Managed Services) • Deliver white-glove, high-touch support by taking direct action on the customer's behalf, including posting jobs, pre-screening talent, and sending offers, rather than solely training hiring managers to self-serve • Proactively build trusted relationships and maintain continuous engagement across all levels of the customer organization, from hiring managers and program owners to senior executives • Own retention and churn mitigation of existing spend, including accurate internal forecasting • Proactively conduct outreach to key personas within the customer organization, using customized materials and persona-specific messaging to keep stakeholders engaged and reinforce interest in Lifted, supporting both retention and expansion • Partner with the Account Manager (Sales) to build and execute quarterly account growth objectives, and drive net-new hiring manager acquisition strategies • Proactively identify and pursue net-new expansion opportunities rather than relying on inbound requests, while consistently hitting monthly revenue and retention targets • Perform user discovery to uncover customer success metrics and pain points; translate findings into a clear, ongoing value narrative that ties Lifted's impact to the customer's business initiatives • Build and maintain Customer Success Plans that align the customer on an approach to maximizing value from the Lifted offering • Lead effective business reviews tailored to every level of the customer's organization, from hiring managers to executives • Proactively identify roadblocks or challenges and develop durable solutions that protect the customer experience and spend retention • Actively participate in the full Product feedback loop, representing customer-driven feedback to R&D teams and communicating Lifted's roadmap and vision back to the customer • Collaborate cross-functionally with Sales, Talent Services, Support, Marketing, Product, Engineering, and Solution Architects • Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective, collaborative problem-solving and appropriate escalation • Provide expert consultation and training on workforce talent sourcing/management, Lifted product configurations, the Lifted Talent network, and best practices • What it takes to catch our eye: • 7+ years of experience in Customer Success Management with direct ownership of revenue retention targets for large, complex Fortune 100 enterprise accounts • Experience managing complex, multi-service accounts (e.g., AOR, EOR, Staff Augmentation, Managed Services) rather than single-SKU relationships • Experience with consumption-based business models; background in HR tech, Talent Acquisition, Staffing, or VMS/MSP industries a plus • Proven track record of exceeding revenue retention and growth KPIs (targets, referrals, forecast accuracy) with strong commercial and business acumen • Skilled at proactively generating net-new account growth, not just responding to inbound requests • Strong consultative and discovery skills, with the ability to translate findings into compelling, executive-ready value communication • Skilled at tailoring value messaging and materials to different personas within a customer organization, from day-to-day hiring managers to senior executives • Excellent executive presence; experience leading business reviews and QBRs across all levels of a customer organization, including senior executives • Comfort with data-driven storytelling and leveraging data to provide effective recommendations • Highly organized, with strong project and time management skills across multiple concurrent, complex engagements • Strong sense of ownership, bias for action, and resilience — you are scrappy, will roll up your sleeves, and can make things happen • Some travel required to visit key customer stakeholders in person • Lift Your Career. Shape the Future of Work. • Our Mission: Unify contingent work. Elevate how it gets done. This isn’t just a promise to clients, it’s how we work at Lifted. Every feature we build, every client interaction we have, and every team decision we make is a chance to reduce fragmentation and set a new standard for efficiency, quality, and impact. We’re not just building technology, we’re building the new standard for how enterprise companies engage talent. • This is the right place for you if you are motivated by ambitious goals, ready to do what it takes to win, boldly curious in asking questions and exploring better ways forward, and dedicated to following through on your commitments. You’ll thrive here if you raise the bar for yourself and others, collaborate across teams, and help others succeed so we can achieve our shared mission. • This is the right place for you if • This may not be the right place for you if you’re uncomfortable with constructive feedback, prefer rigid structure, shy away from high expectations and accountability, or find it difficult to adapt in a fast-paced, startup-like environment. • This may not be the right place for you if • We operate with the agility of a startup and the impact of a global enterprise. Our values — trust, innovation, curiosity, excellence, and ownership — guide how we work and fuel the culture we’re building together. And while our mission is big, growth here is both company-wide and personal, creating opportunities to learn fast, take ownership, and build a career that helps shape the future of work. • We’re proud to offer benefits that go beyond the basics, including comprehensive medical coverage for you and your family, unlimited PTO, a 401(k) plan with matching, and 12 weeks of paid parental leave.