Strategic Customer Success Manager

A BETTER BUILT WORLD https://www.miter.com/resources/a-better-built-world/ At Miter, we’re on a mission to help construction contractors build with confidence. If we’re successful, we’ll make it easier and faster to build critical physical infrastructure - roads, bridges, utilities, data centers, housing, etc. For decades, construction and field services contractors have had to run their businesses on outdated software: clunky, on-premise systems created in the 1980s and 1990s. That’s where Miter comes in. We’re using AI and embedded payments to rebuild the core HR, finance, and operations systems that underpin our physical economy. Using Miter, contractors like Marathon Electrical https://www.miter.com/customer-story/marathon-electrical-contractors/, W.J. O’Neil https://www.youtube.com/watch?v=GNExtmeHcSg, and Truebeck Construction http://truebeck.com/ are building stronger teams, controlling job costs, and accelerating jobsite execution. This idea is resonating. Since we launched in 2021, we’ve grown to thousands of customers and tens of millions in ARR, making us one of the fastest growing vertical software companies ever. To double-down on our momentum, we’ve raised $50M+ from top investors (Bessemer, Coatue, and Battery) who share our belief that we’re just getting started. ABOUT THE ROLE As Miter moves up-market, we’re looking for a Strategic Customer Success Manager to own our largest and most complex customer relationships post-launch. You’ll manage a book of business in the $2–$3M ARR range — multi-entity accounts, large field workforces, and PE-backed, high-growth contractors where executive stakeholders are deeply invested in outcomes. This is an outcomes-driven role. You’ll be measured on gross and net revenue retention, product adoption and health, and the expansion pipeline you generate. You’ll build C-suite relationships, construct and execute strategic account plans, navigate escalations with calm and credibility, and drive every initiative to completion. You’ll partner closely with Launch, Sales, Solutions Engineering, Support, and Product to turn customers into long-term advocates and help define what world-class customer success looks like at Miter. Our team is collaborative, detail-oriented, and energized by solving complex problems together. If you thrive in a fast-paced environment, love ownership, and enjoy turning ambiguity into structure, you’ll fit right in. WHAT YOU’LL OWN - Book of business & retention. Own a portfolio of strategic accounts (~$2–$3M in ARR) and carry the number for both gross revenue retention (GRR) and net revenue retention (NRR), proactively forecasting and de-risking every renewal. - Adoption & customer health. Drive deep, durable adoption of the Miter platform across payroll, HR, and finance workflows — monitoring health signals, building success plans, and intervening early to keep accounts on track to value. - Expansion & CSQLs. Identify, qualify, and advance Customer Success Qualified Leads (CSQLs) — surfacing upsell and cross-sell opportunities and partnering with Sales to convert them into expansion revenue. - C-suite relationships. Establish and deepen trusted-advisor relationships with executive sponsors (CEO, CFO, COO, VP of HR/Operations), running executive business reviews that tie Miter to measurable business outcomes. - Strategic account planning. Build and maintain account plans for each customer — stakeholder maps, success metrics, value-realization roadmaps, and risk registers — and execute against them with clear milestones. - Escalation management. Serve as the point of accountability when issues arise, coordinating cross-functional response, communicating clearly with executives, and driving escalations to resolution. - Drive to completion. Operate with minimal oversight to push initiatives, renewals, and expansion efforts across the finish line — owning outcomes end-to-end, not just activities. - Cross-functional partnership. Work closely with Launch, Sales,…