Customer Care Strategist

Higher Logic

Customer Care Strategist managing account health and driving customer retention for Higher Logic's products. Collaborating with cross-functional teams to ensure customer success and satisfaction.

Posted 5/29/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Strong executive presence with the ability to build credibility quickly with senior customer stakeholders.
Strong judgment in navigating risk, conflict, and complex customer situations.
Ability to identify root causes, assess account risk, and drive practical resolution plans.
Excellent verbal and written communication skills, including leading executive calls, business reviews, and high-stakes customer conversations.
Strong cross-functional leadership skills, with the ability to influence without direct authority.
Strong organizational and time management skills, with the ability to manage multiple strategic priorities.
Commercial acumen, including understanding renewal drivers, customer value realization, and growth opportunity identification.
Strong sense of ownership, urgency, and accountability, with a willingness to step into both strategic and tactical work to support customer retention.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Higher Logic Website LinkedIn All Job Openings 201 - 500 employees 🤝 B2B 👥 B2C ☁️ SaaS 💰 $55M Private Equity Round on 2016-09 B2B
B2C
SaaS Higher Logic is a leading provider of community engagement solutions. Since its inception in 2007, the company has been helping associations, businesses, and organizations build and manage their online communities. Its platforms, Higher Logic Thrive and Higher Logic Vanilla, facilitate member engagement, member acquisition, and customer retention through a variety of tools including AI, analytics, and integrations. Higher Logic empowers users to create and sustain meaningful connections with their communities, enhancing collaboration, advocacy, and customer experiences. The company focuses on providing comprehensive solutions for professional and trade associations, user groups, and both B2B and B2C markets. Customer Care Strategist Job not on LinkedIn 🔥 4 minutes ago 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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 🎯 Requirements
Strong executive presence with the ability to build credibility quickly with senior customer stakeholders.
Strong judgment in navigating risk, conflict, and complex customer situations.
Ability to identify root causes, assess account risk, and drive practical resolution plans.
Excellent verbal and written communication skills, including leading executive calls, business reviews, and high-stakes customer conversations.
Strong cross-functional leadership skills, with the ability to influence without direct authority.
Strong organizational and time management skills, with the ability to manage multiple strategic priorities.
Commercial acumen, including understanding renewal drivers, customer value realization, and growth opportunity identification.
Strong sense of ownership, urgency, and accountability, with a willingness to step into both strategic and tactical work to support customer retention. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Customer Care Resolution Associate 🔥 2 hours ago TP ICAP 5001 - 10000 Website LinkedIn All Job Openings Customer Care Resolution Associate providing exceptional customer service and resolving inquiries at 3 Day Blinds. Collaborating with sales teams and managing a high volume of customer queries. 🇺🇸 United States – Remote 💵 $18 - $19 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level 💝 Customer Support 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Customer Care Resolution Associate 🔥 2 hours ago TP ICAP 5001 - 10000 Website LinkedIn All Job Openings Customer Care Resolution Associate at 3 Day Blinds delivering exceptional service to customers. Resolving inquiries, managing orders, and ensuring customer satisfaction in a fast-paced environment. 🇺🇸 United States – Remote 💵 $18 - $19 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level 💝 Customer Support 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Customer Care Resolution Associate 🔥 2 hours ago TP ICAP 5001 - 10000 Website LinkedIn All Job Openings Customer Care Resolution Associate providing exceptional customer service for 3 Day Blinds. Handle inquiries, manage cases, and improve client experience in a remote capacity. 🇺🇸 United States – Remote 💵 $18 - $19 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level 💝 Customer Support 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Customer Care Resolution Associate 🔥 2 hours ago TP ICAP 5001 - 10000 Website LinkedIn All Job Openings Customer Care Resolution Associate providing exceptional service to clients and internal customers at 3 Day Blinds. Handling inquiries, managing cases, and contributing to a positive client experience. 🇺🇸 United States – Remote 💵 $18 - $19 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level 💝 Customer Support 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Customer Support Agent 🔥 6 hours ago AutogenAI 11 - 50 🤖 Artificial Intelligence 🏢 Enterprise ⚡ Productivity Website LinkedIn All Job Openings Customer Support Agent at AutogenAI responsible for addressing customer inquiries and troubleshooting issues. Collaborate with teams to enhance customer satisfaction and retention while working US East Coast hours. 🇺🇸 United States – Remote 💵 $55k - $65k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support View More Customer Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Soft Skills

executive presencejudgmentcommunication skillscross-functional leadershiporganizational skillstime managementcommercial acumenownershipurgencyaccountability