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About the role
Key responsibilities & impact- Build and execute strategic success plans with clear business objectives and ROI metrics.
- Own the customer lifecycle—from onboarding to adoption, renewals, and growth.
- Identify key adoption milestones and ensure seamless integration into customer workflows.Use data-driven insights to align Backstory's solutions with business objectives
- Partner with Sales, Services, Product, and Marketing teams to enable cross-functional adoption
- Identify and develop new champions within top accounts to expand Backstory's influence
- Work with Sales and Revenue Operations teams to drive renewals and plan for customer growth
- Partner closely with Sales, Product, and Engineering to drive continuous value delivery
- Advocate for customers by providing product feedback and insights to influence the roadmap
- Contribute to Backstory's customer marketing efforts by delivering case studies and references
Requirements
What you’ll need- 7-10+ years of experience in Customer Success, Account Management, or Consulting at a SaaS company, agency, or consulting firm (e.g., Deloitte, Accenture, PwC)
- Experience managing enterprise customers with $5M+ ARR, high complexity, and multiple stakeholders
- Deep understanding of Sales, Marketing, and Revenue Operations workflows
- Strong experience in customer engagement, renewals, and expansion planning
- Proficiency in Salesforce, AI-driven sales tools, and data analytics is a plus
- Ability to travel 15% for customer meetings, EBRs, and success milestones
- Experience as a strategic advisor & analytical storyteller with the ability to translate data into compelling business insights and drive executive conversations
- A Consultative approach. Possessing a deep understanding of sales, marketing, and revenue operations to align solutions with business goals
- Proven ability to manage multiple complex accounts, prioritize effectively, and drive measurable impact
- Ability to anticipate challenges, proactively mitigate risks, and pivot strategies when needed
Benefits
Comp & perks- Regular employees may be eligible for commissions or bonus programs (target included in OTE)
- equity
- benefits
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 EngagementRenewals ManagementExpansion PlanningAnalytical StorytellingConsultative Approach
Soft Skills
Proactive Risk MitigationEffective PrioritizationCross-Functional Collaboration