Evervault

Founding Customer Success

Evervault

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $165,000 - $200,000 per year

About the role

  • Develop a customer segmentation framework that identifies our highest-potential accounts based on revenue, usage patterns, product fit, and expansion signals
  • Develop and execute expansion playbooks that surface cross-sell and upsell opportunities across our product suite (tokenization, 3DS, network tokens, card insights, Apple Pay/Google Pay)
  • Own net revenue retention as a primary metric - track, forecast, and drive expansion revenue from the existing customer base
  • Partner with Account Executives and Solutions Engineers to identify and close expansion opportunities within priority accounts
  • Monitor usage trends and proactively engage customers who are underutilizing products or have clear expansion potential
  • Serve as the voice of the customer internally - translate customer feedback, pain points, and feature requests into clear input for Product Engineering
  • Identify and cultivate customer champions who can serve as references, case studies, and advocates
  • Build relationships with key stakeholders at priority accounts, establishing Evervault as a trusted partner beyond just the technical integration
  • Design and implement a customer health scoring model that gives the team real-time visibility into account risk and opportunity
  • Run regular health checks across the core customer base to surface churn risks early and ensure customers are getting value from Evervault
  • Own the renewal process of strategic customers by ensuring contracts are renewed on time, at or above current value
  • Build and maintain dashboards that track customer health, engagement, and satisfaction metrics
  • Create an early warning system for at-risk accounts and develop intervention playbooks to address common churn drivers
  • Build the operational infrastructure for customer success from scratch: tooling, workflows, templates, and reporting
  • Design and document customer lifecycle processes, from onboarding handoff through renewal and expansion
  • Partner with Revenue Operations to ensure CRM data accurately reflects customer health, engagement, and expansion pipeline

Requirements

  • 5+ years in Customer Success, Account Management, or a similar customer-facing role at a B2B SaaS company with a track record of driving expansion revenue
  • Expansion experience: Demonstrated ability to identify and close cross-sell and upsell opportunities within an existing customer base
  • Health scoring: Experience building or operationalizing customer health models that predict churn and surface opportunities
  • Analytical foundation: Proficiency with CRM tools and data analysis; comfortable building dashboards and working with usage data to drive account strategy
  • Technical aptitude: Able to understand a technical product and have credible conversations with developers and engineering leaders about integrations and use cases
  • Startup-ready: Comfortable with shifting priorities, compressed timelines, and resource constraints.
Benefits
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer segmentationexpansion playbooksnet revenue retentioncustomer health scoringdata analysisdashboard buildingCRM toolstechnical product understandingchurn predictioncustomer lifecycle processes
Soft Skills
relationship buildingcustomer advocacystakeholder engagementcommunicationproblem-solvinganalytical thinkingadaptabilitycollaborationcustomer feedback translationintervention development