Client Strategy Lead

As our Client Strategy Lead you will be the driving force behind the success and retention of our high-touch strategic accounts. Reporting directly to the Head of Customer Success you will lead and mentor a team of CSMs empowering them to transition from support-focused to value-focused partners. You are a master of relationship architecturesomeone who can look at a complex enterprise account and identify the exact strategic levers needed to drive expansion and long-term loyalty. This is a pivotal leadership role where you will design the high-touch engagement models that will define our professional services and success standards as we scale.

About Us:**

STAN is the largest provider of AI solutions for HOA and Condo Property Managers. We are using cutting-edge and patented artificial intelligence technology to build solutions that enhance life for residents of more than 2.5 million homes across North America. And we are on a mission to build the worlds first AI property manager. Want to come along for the ride

STAN is also an award-winning platform having been recognized by Rogers FedEx George Brown College StartUp Canada the Waterloo Accelerator Centre and more!

To learn more feel free to visit us at (.)ai

Tasks

• Team Leadership & Coaching: Manage and develop a team of CSMs providing the tactical coaching and strategic frameworks they need to manage complex high-stakes client relationships.
• High-Touch Strategy: Design and implement the Gold Standard for high-touch account management including bespoke success plans executive business reviews (EBRs) and value-realization maps.
• Retention & Value Creation: Own the retention targets for our customers proactively identifying risks and engineering value-add opportunities that make our product indispensable.
• Executive Presence: Act as the senior point of contact and executive sponsor for key accounts stepping in to navigate difficult negotiations or high-level strategic pivots.
• Cross-Functional Advocacy: Work closely with Sales to ensure smooth handoffs for high-touch deals and with Product to ensure the needs of our largest clients are represented in the roadmap.
• Success Operations: Develop and track key performance indicators (KPIs) for the high-touch segment using data to refine our engagement cadence and intervention triggers.

Requirements

• Leadership Experience: 6 years in Customer Success or Account Management with at least 2 years of experience managing high-performing teams in a B2B SaaS environment.
• Strategic Excellence: A proven track record of managing high touch accounts and a deep understanding of how to move the needle on NRR (Net Revenue Retention).
• Value-First Mindset: You dont just track usage; you understand business outcomes. You can articulate the ROI of a complex product to a C-suite audience.
• Operational Maturity: Experience building or refining success playbooks and using CS platforms to drive team productivity.
• Exceptional Communication: The ability to simplify the complex and command a room whether youre coaching a junior CSM or presenting to a clients executive board.
• Startup Agility: You thrive in the build phaseyoure excited to create the processes that dont exist yet rather than just following a manual.

Benefits

• Competitive salary
• Comprehensive health dental and specialist benefits.
• Company Macbook.
• Free parking and shuttle service to the office.
• Extra PTO during occasional US holidays.
• Company events in-office restaurant and building-wide perks.
• Unlimited ping pong and espresso!

If youre passionate about AI and ready to disrupt a massive industry we want to talk to you!