Adaptive

Account Executive

• Own the full renewal cycle, including pricing, value-based conversations, and contract negotiation
• Drive revenue growth through strategic upsells, cross-sells, and account expansion opportunities
• Proactively identify and execute expansion opportunities within a book of existing mid-market and enterprise customers
• Increase ACV at renewal by clearly articulating ROI and aligning solutions to evolving customer needs
• Sell new Adaptive product SKUs into existing accounts while maintaining strong retention outcomes
• Build and maintain trusted relationships with key stakeholders across technical teams, security leadership, and the C-suite
• Lead complex, multi-stakeholder deal cycles and negotiate strategic, multi-product agreements
• Partner closely with Customer Success, Product, and Sales leadership to refine growth playbooks, forecasting, and the transition from net-new to expansion ownership

Growth Account Executive

Customer Success Manager

• Own all aspects of customer implementation, onboarding, and ongoing support for enterprise customers.
• Lead customer kick-off calls, setting clear expectations and ensuring a smooth, successful deployment.
• Act as the first point of contact for customer-reported issues, delivering prompt troubleshooting and clear communication through to resolution.
• Proactively monitor and manage support channels (email, chat, ticketing systems), ensuring timely and high-quality responses.
• Partner closely with Engineering to escalate, track, and resolve complex technical issues, while identifying broader platform or reliability trends.
• Collaborate cross-functionally with Product, Design, Sales, and Leadership to continuously improve customer experience, tooling, and processes.
• Serve as the voice of the customer by gathering feedback, identifying product gaps, and influencing feature development.
• Build scalable customer success playbooks, documentation, and best practices as the function grows.
• Consistently exceed customer expectations across responsiveness, quality of support, and overall satisfaction.

Founding Senior Customer Success Manager

Support Engineer

• Handle customer support inquiries, including advanced technical issues requiring deeper analysis
• Review logs, metadata, and internal dashboards to diagnose complex problems
• Replicate customer-reported issues in sandbox environments
• Troubleshoot integrations, with a strong emphasis on QuickBooks Online (QBO) sync behavior
• Assess whether issues represent bugs, user errors, or workflow misunderstandings
• Create clear, detailed escalation tickets for engineering with reproduction steps, logs, impact, and hypotheses
• Manage multi-step investigations, ensuring timely follow-up with customers
• Collaborate with engineering during escalations to provide context and added technical findings
• Surface patterns and recurring issues to Product and Engineering
• Produce detailed Help Center content focused on technical troubleshooting and integrations

Growth Account Executive

Founding Senior Customer Success Manager

Technical Support Specialist