Own customer health, gross retention, and net dollar retention across your portfolio, with a focus on preventing churn before it happens
Design and lead onboarding and training programs for new accounts, ensuring successful deployment, deep product adoption, and internal champions who drive expansion
Build playbooks for common customer journeys and develop one-to-many programs that efficiently serve a growing customer base
Navigate complex stakeholder relationships and conduct executive business reviews that quantify Gamma's impact on customer workflows
Partner with Sales to identify and convert high-potential accounts, maintaining ownership of the customer relationship post-sale
Channel customer feedback to Product and Design on features and use cases that unlock enterprise value

Requirements

5+ years of B2B SaaS experience in Customer Success, Account Management, or a similar customer-facing role, with a strong track record of meeting or exceeding retention and expansion goals
Startup experience, preferably at PLG companies managing the transition from self-serve to sales-assisted motion
Proven ability to manage both high-touch strategic accounts and scaled customer programs, with the resourcefulness to navigate ambiguity in a high-growth environment
Data-driven approach to customer health, with comfort discussing technical concepts like APIs and SSO with stakeholders
Active AI user who experiments with new tools and can articulate AI best practices to customers, with the range to context-switch between executive communications and hands-on user training
SQL knowledge or familiarity with data analysis, a background in design software, or experience building CS operations from scratch **(Nice to have)**

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B SaaScustomer successaccount managementdata analysisSQLAPIsSSOdesign softwarecustomer health metricscustomer retention strategies

Soft Skills

stakeholder managementcommunicationresourcefulnessproblem-solvingtraining and onboardingcustomer relationship managementadaptabilityexecutive communicationcollaborationfeedback management