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About the role
Key responsibilities & impact- Manage and engage a large portfolio of SMB customers using a scaled, programmatic approach.
- Drive product adoption and early lifecycle engagement through playbooks, campaigns, and trigger-based outreach.
- Identify growth opportunities and expansion signals, including cross-sell and increased product usage.
- Partner closely with CSMs by identifying and qualifying high-potential accounts for transition into high-touch portfolios.
- Execute data-driven engagement strategies using customer behavior, lifecycle stage, and usage insights.
- Maintain accurate and up-to-date customer data and engagement tracking in CRM systems.
- Collaborate with Marketing, Ops, and Product teams to refine messaging, campaigns, and engagement strategies.
- Support inbound customer needs and respond to key signals with timely, relevant outreach.
- Contribute to continuous improvement of playbooks, workflows, and scaled engagement strategies.
Requirements
What you’ll need- 2–4 years of experience in Customer Success, Account Management, Business Development, or a similar customer-facing role.
- Experience managing large customer portfolios in a scaled or tech-touch model.
- Strong understanding of customer lifecycle, adoption, and retention drivers.
- Excellent written and verbal communication skills, with the ability to deliver clear and compelling messaging at scale.
- Highly data-driven, with the ability to interpret customer signals and translate them into actions.
- Comfortable working with CRM systems (Salesforce), automation tools, and trigger-based workflows.
- Strong organizational skills and ability to prioritize across many accounts simultaneously.
- Ability to collaborate cross-functionally and operate effectively in a fast-paced, dynamic environment.
Benefits
Comp & perks- Health insurance
- Professional 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 managementbusiness developmentcustomer lifecycle managementdata analysisproduct adoptionengagement strategiescross-sellretention driversCRM management
Soft Skills
communication skillsorganizational skillscollaborationprioritizationdata-driven decision makingadaptabilitycustomer engagementproblem-solvingrelationship managementstrategic thinking