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About the role
Key responsibilities & impact- Handle complex customer inquiries and issues, ensuring timely and effective resolution while maintaining a high level of customer satisfaction.
- Build a relationship with the client - anticipating their needs, future business plans and proactively attending to their roadblocks before they occur.
- Perform strategic Business Reviews, partnering closely with customers to ensure they are successfully achieving their core business objectives using the platform.
- Leverage these engagements to proactively uncover partnership risks, establish strong executive alignment, and identify opportunities for commercial growth.
- Drive the end-to-end commercial lifecycle for your portfolio, with a primary focus on secure annual contract renewals, product expansion, and upgrading accounts into multi-year commitments.
- Act as the point of escalation for challenging customer cases, collaborating with cross-functional teams to find solutions.
- Define and analyze customer success KPIs to identify areas for improvements.
- Provide guidance and share your knowledge and expertise with team members.
- Continuously identify opportunities to improve support processes, workflows, and best practices to enhance customer service.
- Gather and analyze customer feedback, working with the product and development teams to drive product enhancements and improvements.
- Collaborate with cross-functional teams, including Product, Sales, and Engineering, to ensure a seamless customer experience.
Requirements
What you’ll need- Solid experience in Customer Success or Account Management in a software company, preferably SaaS product.
- Demonstrated success in managing relationships with high-value clients and driving their success.
- Track record of being a strong advocate for customer needs and successfully retaining and expanding high-value clients.
- Demonstrated ability to identify and implement process improvements that enhance customer success metrics.
- Experience with being responsible for customer revenue growth.
- Exceptional communication and interpersonal skills, both written and verbal.
- A deep commitment to understanding and serving customer needs with a focus on their success and satisfaction.
- Great time-management skills.
- Excellent command of written and spoken English.
Benefits
Comp & perks- Premium health insurance, including dental coverage
- 25 days of annual paid leave
- An additional day off to celebrate your birthday
- 3 paid volunteering days per year
- Full compensation for the first 3 days of sick leave
- Additional Parental leave
- To ease your commute, we provide you with either parking access or a public transport pass.
- Hybrid work model (minimum 40% of monthly working time onsite)
- Co-funded sports card to support your active lifestyle
- Learning and development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementSaaSKPI AnalysisProcess ImprovementRevenue GrowthCustomer Feedback Analysis
Soft Skills
CommunicationInterpersonal SkillsTime ManagementRelationship BuildingProblem SolvingProactive EngagementTeam Collaboration