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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
customer successrenewal readinessrisk managementcustomer health metricsadoption insightsKPI definitiondata interpretationB2B SaaScustomer advocacyupsell strategies
Soft Skills
leadershipstakeholder managementcommunicationrelationship buildingcoachingstrategic thinkingproblem-solvingadaptabilityteam developmentcommercial acumen
Certifications & Qualifications
Bachelor’s degree
Industry Keywords
GRRNRRcustomer retentioncustomer engagementpost-go-live adoptionfast-paced environmentexecutive sponsorshipcase studiesevent participationcustomer success leadership
About the role
Key responsibilities & impact- Own and drive GRR and NRR across the Brands customer base.
- Establish clear renewal readiness and risk management frameworks.
- Proactively identify churn and downsell risks and lead mitigation plans.
- Partner with Account Executives to drive and support renewals and expansion using customer health, adoption, and outcome insights.
- Build and scale the customer advocacy programme, including references, case studies, executive sponsorship, and event participation.
- Develop and maintain senior-level relationships with key customer stakeholders.
- Act as an executive sponsor for strategic accounts where appropriate.
- Ensure strong post-go-live adoption, engagement, and value realisation across accounts.
- Lead, coach, and develop Customer Success Managers.
- Define clear goals, responsibilities, and KPIs aligned to retention, growth, and advocacy.
Requirements
What you’ll need- Bachelor’s degree in Business, Engineering, Computer Science, Management, or equivalent experience.
- 10+ years in Customer Success leadership roles, preferably within B2B SaaS.
- Proven track record of driving retention, expansion, and customer advocacy.
- Experience of leading and scaling Customer Success teams.
- Strong commercial acumen with hands-on experience supporting renewals and upsell motions.
- Data-driven mindset with the ability to interpret customer health, usage, and financial metrics.
- Strong people-leadership and stakeholder-management skills.
- Executive-level written and oral communication skills.
- Comfortable operating in a fast-paced, outcome-driven environment.
- Willingness to travel approximately 15–25%.
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development