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 architecture—someone 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 world’s 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 www.stan(.)ai 🤖

• 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.

• 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 don’t 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 you’re coaching a junior CSM or presenting to a client’s executive board.
• Startup Agility: You thrive in the "build" phase—you’re excited to create the processes that don’t exist yet rather than just following a manual.

• 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 you're passionate about AI and ready to disrupt a massive industry, we want to talk to you!