Senior Strategic Customer Success Manager

Job overview

The Senior Strategic Customer Success Manager role is onsite in Charlotte, NC; compensation is not specified. At isolved, the role supports customers using its human capital management (HCM) solutions and works across the company’s functional teams to help customers realize value. The manager independently oversees a complex portfolio of large and key accounts, building executive relationships, monitoring customer health and adoption, resolving escalations, and coordinating a unified experience across support, sales, delivery, and other teams. The role also contributes expertise and leadership to Customer Success projects and supports retention, advocacy, and product or service expansion.

What you'll do

• Build client relationships, especially with executive leaders, and develop and execute success plans
• lead Executive Business Reviews
• monitor customer health and adoption, identify referrals and references, and act as an escalation point
• manage expectations and outcomes
• coordinate the client experience across business units
• guide clients through business transformation and HCM changes
• support customer advocacy and document account interactions, opportunities, and risks
• negotiate outcomes involving product functionality, renewals, pricing, service levels, and support
• verify customer training and product use
• provide leadership on Customer Success projects. Up to 25% domestic travel may be required.

What we're looking for

Skills & competencies

senior strategic customer success manager

customer success

strategic accounts

hcm

human capital management

executive business reviews

customer retention

product adoption

customer advocacy

charlotte nc

isolved

up to 25% domestic travel

Work arrangement

• Weekend coverage required

Why this role

Owns a complex portfolio of the company’s largest and key customers and may travel domestically up to 25%.

About the employer

isolved is hiring for this role. Industry: Administrative Management and General Management Consulting Services. Sector: 54.