Lead all aspects of client onboarding and implementation, ensuring 95%+ of projects are delivered on time and within scope.
Track and improve Time-to-Value (TTV) and Implementation Completion Rate to accelerate client success.
Develop and execute engagement strategies to achieve 80–90%+ active usage rates and customer health scores above target benchmarks.
Proactively monitor accounts to identify risks and provide strategic recommendations to clients.
Own assigned client accounts and serve as the primary point of contact for enterprise clients.
Maintain 95%+ gross renewal rate and 110%+ net revenue retention (NRR) through proactive relationship management.
Identify upsell and cross-sell opportunities representing 10–15% of total portfolio ARR annually.
Conduct Quarterly Business Reviews (QBRs), presenting adoption metrics, ROI, and growth recommendations.
Address and resolve escalations and operational issues with a target of 90%+ closure within SLA and CSAT ≥ 4.5/5.
Advocate for client needs internally, collaborating with Product, Engineering, and Support teams.
Contribute to process improvements to enhance operational efficiency, reduce onboarding cycle times (10–15% YOY improvement), and optimize the client experience.
Maintain dashboards and reports to track Net Revenue Retention (NRR), Gross Renewal Rate, Time-to-Value (TTV), Implementation Completion Rate, Customer Health Score, CSAT and NPS, Adoption/Usage Rates, Issue Resolution Time.
Partner with Sales, Product, and Engineering to align on client goals, prioritize feedback, and deliver enhancements that drive adoption, satisfaction, and account growth.

Requirements

Experience: minimum of 5 years in Customer Success, Implementation, or related client-facing roles within a SaaS environment, managing enterprise or complex accounts.
Account Management & Client Relationship Management: Proven ability to manage enterprise accounts, ensuring adoption, satisfaction, renewals, and expansion.
Project Management: Ability to lead multiple client implementations simultaneously with on-time, high-quality delivery.
Analytical & Problem-Solving Skills: Identify trends, assess risks, and develop actionable solutions to improve client outcomes.
Communication & Executive Presence: Strong verbal and written communication skills; comfortable presenting to senior stakeholders.
Technical Aptitude: Ability to quickly learn complex technology platforms and explain them clearly to clients.
Cross-Functional Collaboration: Track record of working effectively with Sales, Product, and Engineering teams.
Adaptability & Initiative: Thrives in a fast-paced environment with a proactive, hands-on approach.
Tools: Proficiency with CRM and CS platforms (HubSpot, JIRA, Google Suite).
Education: Bachelor’s degree in Business Administration, Marketing, or related field; MBA or project management certification (PMP, CSM, CCSM) a plus.

Benefits

Competitive Compensation
Paid Time Off
Paid Parental Leave
Remote Workplace
Flexible Work Schedules
Health, Dental, Vision, LTD Insurance
401(k)
Professional Development Opportunities

Applicant Tracking System Keywords

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

Hard Skills & Tools

Customer SuccessImplementationAccount ManagementProject ManagementAnalytical SkillsProblem-Solving SkillsTechnical AptitudeCross-Functional CollaborationClient OnboardingEngagement Strategies

Soft Skills

CommunicationExecutive PresenceAdaptabilityInitiativeRelationship ManagementProactive ApproachRisk IdentificationStrategic RecommendationsPresentation SkillsOperational Efficiency

Certifications

Bachelor’s DegreeMBAProject Management CertificationPMPCSMCCSM