Higher Logic

Customer Support

• Own retention and renewal outcomes for an assigned book of business, with accountability for customer health, renewal strategy, and risk mitigation.
• Take a hands-on, whatever-it-takes approach to retaining customer accounts, stepping into issues directly and doing what is needed to move the account forward.
• Lead proactive account reviews and executive conversations focused on customer goals, adoption, business value, risks, and next steps.
• Identify customer challenges, business risks, and gaps in adoption, then drive clear action plans to improve outcomes and protect retention.
• Operate with a high degree of ownership and urgency, recognizing that no task is too small when customer retention or account health is at risk.
• Partner cross-functionally with Customer Success, Sales, Support, Services, Product, and Leadership to resolve issues, align resources, and move accounts forward.
• Identify and communicate upsell or cross-sell opportunities when they align to customer needs and goals.
• Capture and elevate customer feedback, market insight, and product gaps to help influence company priorities.
• Develop and improve playbooks, engagement strategies, and operating rhythms that increase team effectiveness and customer retention.
• Provide guidance, coaching, and strategic support to Customer Success Managers on complex accounts, renewal risk, and executive engagement.
• Represent Higher Logic with professionalism, accountability, and sound judgment in all customer and internal interactions.
• Perform other related duties as assigned

Customer Care Strategist

Program Manager

• Develop and manage customer advocacy and engagement program, including framework, goals, structure, and success metrics, to drive customer stories, references, and other advocacy opportunities.
• Manage, execute, and evolve Customer Advisory Board (CAB) program including planning, facilitation, stakeholder alignment, and customer communications.
• Lead strategic management of the online community, including day-to-day operations, content planning and execution, engagement strategies, and performance monitoring.
• Organize and facilitate virtual and in-person customer user groups and events to drive engagement, knowledge sharing, product adoption, and impact customer retention.
• Partner with cross-functional stakeholders to align program priorities with business objectives, integrate customer insights, and improve customer experience outcomes.
• Support and drive the evolution of program best practices by identifying, testing, and implementing new approaches and technologies, including AI.
• Define, track, and analyze program performance metrics and customer feedback to identify trends and drive continuous and strategic improvements.
• Execute and enhance scalable processes, playbooks, and engagement strategies to support consistent program execution.
• Serve as a subject matter resource in customer advocacy and community engagement, providing guidance across teams.
• Conduct all business in accordance with Higher Logic policies and procedures.

Customer Care Strategist

Customer Advocacy Program Manager