Own and proactively manage a defined book of business, with tailored engagement strategies by account tier (Tier 1: Strategic, Tier 2: Growth, Tier 3: Nurture)
Serve as a primary partner for value realization, business alignment, and client advocacy – not transactional support or sales fulfillment
Establish trusted relationships with client stakeholders by demonstrating industry expertise, business acumen, and a relentless focus on client outcomes
Deliver structured, cadence-based engagement (Quarterly EBRs for Tier 1, semi-annual check-ins for Tier 2, and scaled touchpoints for Tier 3)
Build and maintain value roadmaps that showcase client progress and expansion potential
Protect and grow recurring revenue by proactively identifying and mitigating churn risks using health indicators, usage data, and qualitative insights
Drive net retention and revenue preservation outcomes through client advocacy and issue resolution
Collaborate cross-functionally to resolve escalations quickly and comprehensively
Identify and communicate proactive opportunities to reduce future issues and escalations
Consistently deliver high CSAT/NPS by focusing on measurable client outcomes
Increase share of wallet by surfacing qualified expansion opportunities (new products, services, licenses)
Partner with AMs and Sales to influence expansion revenue while maintaining CEM accountability for opportunity identification and qualification
Track and improve revenue per client by monitoring adoption, product utilization, and business alignment
Maintain up-to-date CRM records and client success platform data (health scores, sentiment, touchpoints, roadmaps)
Track and report progress against KPIs, demonstrating tangible impact on retention and growth

Requirements

3–5+ years in a client-facing role (Client Success, Account Management, or Consulting)
Proven track record managing a book of business in a B2B SaaS or technology consulting environment with measurable retention and revenue outcomes
Experience in B2B SaaS, ERP, or technology consulting environments strongly preferred
Demonstrated ability to lead value-based engagements and surface growth opportunities

Benefits

Health and Welfare (Medical, Dental, Vision)
Accident, Critical Illness, and Hospital Indemnity
Employee Assistance Program (EAP)
Life and AD&D Insurance
Short- and Long-Term Disability Insurance
Flexible Spending Accounts
Transportation and Parking Accounts
Health Savings Accounts (with company contribution)
Retirement Planning (401k with matching contribution)
Legal Benefits
Identity Theft Protection
Pet Insurance
Wellness Program Offerings
Paid Time Off, accrued per pay period based on years of service starting at 15 days annually
8 Paid Holidays per year, including 1 floating holiday

Applicant Tracking System Keywords

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

Hard Skills & Tools

client successaccount managementconsultingB2B SaaSERPrevenue trackingKPI monitoringvalue-based engagementchurn risk mitigationproduct utilization

Soft Skills

relationship buildingbusiness acumenclient advocacycross-functional collaborationissue resolutioncommunicationstrategic thinkingproactive problem solvingfocus on client outcomesadaptability