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About the role
Key responsibilities & impact- Manage and grow strategic customer relationships across assigned accounts.
- Drive product adoption, customer engagement, retention, and customer satisfaction initiatives.
- Develop customer success plans aligned to customer business objectives, adoption goals, and measurable outcomes.
- Serve as a trusted advisor and primary customer advocate throughout the customer lifecycle.
- Lead onboarding, implementation support, and adoption initiatives for new and existing customers.
- Utilize AI-powered customer engagement tools, CRM systems, and automation platforms to improve communication, workflow efficiency, and customer insights.
- Leverage customer analytics, health scores, and usage trends to proactively identify risks and growth opportunities.
- Use AI-driven workflows to streamline meeting preparation, follow-ups, reporting, and customer engagement activities.
- Identify opportunities for process improvement, workflow automation, and scalable customer success operations.
- Support digital transformation initiatives focused on operational efficiency and customer experience optimization.
- Partner cross-functionally with Product, Engineering, Sales, Marketing, and Support teams to improve customer outcomes.
- Act as the voice of the customer internally by sharing customer feedback, product insights, and operational challenges.
- Support executive business reviews, customer presentations, and strategic account discussions.
- Collaborate with internal stakeholders to improve onboarding experiences, product adoption strategies, and retention programs.
- Serve as the primary escalation point for customer concerns and ensure timely resolution.
- Manage renewals, retention strategies, and churn reduction initiatives.
- Identify expansion, upsell, and cross-sell opportunities aligned with customer goals and product utilization.
- Monitor customer success KPIs including adoption metrics, customer health, engagement trends, and renewal forecasting.
- Maintain accurate customer data and account activity within CRM and customer intelligence platforms.
Requirements
What you’ll need- 3+ years of experience in Customer Success, Account Management, SaaS Consulting, Customer Experience, or related client-facing roles.
- Strong understanding of SaaS customer lifecycle management, adoption strategies, customer health metrics, retention, and renewals.
- Experience working with AI-enabled tools, automation platforms, CRM systems, or customer intelligence technologies.
- Proven ability to manage strategic customer relationships and executive-level stakeholder communication.
- Experience partnering cross-functionally with Product, Engineering, Sales, and Support organizations.
- Strong analytical skills with ability to interpret customer data and translate insights into actionable strategies.
- Excellent communication, presentation, relationship management, and problem-solving skills.
- Ability to thrive in fast-paced, evolving environments with strong ownership and accountability.
- Willingness to travel domestically approximately 25–30% for customer meetings and strategic engagements.
Benefits
Comp & perks- Health insurance
- Paid time off
- Flexible work arrangements
- 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 managementSaaS consultingcustomer experiencecustomer health metricsadoption strategiesretentionrenewalsanalytical skillsprocess improvement
Soft Skills
communicationpresentationrelationship managementproblem-solvingownershipaccountabilitystrategic thinkingcollaborationcustomer advocacyadaptability