Business Development Representative
CourseStorm
Customer Success Manager, B2B SaaS, RegTech
HR Force International Private Limited
contract
Posted on:
Origin: • 🇺🇸 United States • Virginia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the primary relationship owner for assigned enterprise accounts.
- Lead customer onboarding, training, and adoption programs to ensure success.
- Drive renewals, retention, and expansion, meeting Net Revenue Retention (NRR) and churn targets.
- Conduct Quarterly Business Reviews (QBRs) and regular check-ins with senior client stakeholders.
- Proactively monitor customer health scores, product usage, and satisfaction to identify risks and opportunities.
- Collaborate with product, engineering, and support teams to resolve issues and escalate where needed.
- Identify and pursue upsell and cross-sell opportunities in collaboration with the sales team.
- Advocate for the customer internally, sharing insights and feedback with product and leadership teams.
- Maintain accurate records of customer interactions, renewals, and pipeline in CRM and success tools.
- Develop customer-facing resources (playbooks, FAQs, success guides) to enable scalable success.
Requirements
- Bachelor’s degree in Business, Marketing, IT, or related field.
- 4–6 years of experience in customer success, account management, or client engagement roles, preferably in SaaS or enterprise technology.
- Proven track record of owning renewals and expansions in B2B SaaS.
- Strong understanding of SaaS metrics (churn, NRR, adoption rate, customer health score).
- Excellent relationship management and communication skills, with experience presenting to senior stakeholders.
- Strong problem-solving and analytical skills with a customer-first mindset.
- Experience with CRM and customer success tools (Salesforce, Gainsight, HubSpot, Totango, etc.).
- Experience in RegTech, fintech, or compliance SaaS. (Preferred)
- Ability to manage enterprise customers with complex compliance processes and multiple stakeholders. (Preferred)
- Exposure to enterprise SaaS contract negotiations (renewals, upsells). (Preferred)
- Ability to work cross-functionally in a global, fast-paced environment. (Preferred)
