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About the role
Key responsibilities & impact- Cultivate strong, trusted relationships within the assigned account base, acting as the primary point of contact for commercial and success-related matters
- Collaborate with Account Executives (AEs) to develop and maintain a strategic account plan aligned with customer objectives, with quarterly revisions
- Own the target quota for the assigned customer portfolio. Proactively work with AEs for expansion opportunities, including cross-sell of new products, expansion into new use cases/departments/geographies, plan and pricing reviews, and win-backs/reactivations
- Lead commercial conversations and negotiations for upsells, renewals, and plan changes, working with CS + Sales Leadership where needed for larger or more complex deals
- Monitor customer satisfaction via business reviews, adoption, and CSAT/NPS scores to prevent or mitigate churn risk
- Actively retain and renew customers, securing commercial renewal terms and ensuring a positive experience throughout the lifecycle
- Maintain and protect baseline GP across the portfolio, adjusting commercial levers as needed based on customer interactions and proactively resolving margin erosion
- Work with Account Executives on stakeholder mapping to support deeper departmental penetration within strategic accounts
- Lead Executive Business Reviews (EBRs) at least annually for top strategic accounts, and Quarterly Business Reviews (QBRs), to uncover upsell, cross-sell, and retention opportunities
- Gather customer feedback and facilitate timely issue resolution, liaising with Support, Billing, and TAM functions as required
Requirements
What you’ll need- Minimum of 8 years of experience in customer success or account management roles, with a proven track record of carrying and exceeding a sales/expansion quota
- Demonstrated experience working with Banking and/or Retail customers in an Enterprise capacity, with an understanding of their business drivers, procurement processes, and regulatory environment
- Proven ability to lead commercial negotiations, identify whitespace, and convert expansion opportunities into closed revenue
- Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices
- Proven ability to overachieve quota and KPI’s
- Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business and commercial decisions
- A customer-centric approach with a deep commitment to delivering exceptional customer experiences while driving commercial outcomes
- Excellent communication, negotiation, and interpersonal skills to effectively collaborate with cross-functional teams and engage with senior customer stakeholders
- Proven ability to lead and mentor a team, fostering a positive and performance-driven work culture
- Thrive in a dynamic environment, demonstrating adaptability, resilience, and a willingness to take initiative
Benefits
Comp & perks- Competitive salary
- 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
Sales Quota AchievementExpansion Opportunity IdentificationCustomer Satisfaction MonitoringBusiness Review LeadershipStakeholder Mapping
Soft Skills
Excellent CommunicationProblem-Solving AbilitiesInterpersonal SkillsTeam LeadershipAdaptability