Own a book of customer accounts and drive retention and expansion through strong engagement and execution
Identify growth opportunities based on customer usage, performance trends, and business needs
Partner with sales and leadership on expansion conversations when appropriate
Be accountable for revenue-related outcomes tied to your book of business
Lead regular check-ins and business reviews focused on value, outcomes, and next steps
Prepare clear notes, follow-ups, and action items after customer interactions
Maintain accurate CRM data and follow defined playbooks
Pull and analyze customer data (e.g., usage, performance, trends) to inform customer conversations and identify risks or opportunities
Build strong product knowledge by learning how the platform works and clearly explaining product behavior and configuration options to customers
Grow comfort working with data and lightweight querying tools as part of supporting customers and preparing reviews
Triage customer issues and partner with technical teammates on escalations
Share structured customer feedback with product and engineering
Help identify recurring issues and opportunities to improve documentation and processes
Collaborate with internal teams to resolve customer challenges efficiently

Requirements

A bachelor's degree from an accredited four-year college or university.
2-5 years in customer success, account management, or a customer-facing role in B2B SaaS.
Strong relationship-building and communication skills, with the ability to engage both business and technical stakeholders.
Highly organized and able to manage multiple customer accounts at once.
Excited to work in a startup environment — proactive, resourceful, and adaptable.
Demonstrated curiosity and willingness to learn technical concepts (APIs, developer docs, data troubleshooting).
Experience writing basic SQL queries or working with analytics tools (Preferred)
Familiarity with Snowflake or similar data warehouses (Preferred)
Experience supporting SaaS or technical products (Preferred)
Exposure to onboarding, implementations, or support workflows (Preferred)
Experience in fintech, identity verification, or healthcare technology (Preferred)
Ability to work core hours aligned with Pacific / Mountain Time (Preferred)

Benefits

Equity compensation
Remote-first environment
Flexible PTO and 11+ annual company holidays
401k
Medical, dental, and vision coverage
Wellness benefits (EAP, LifeHealth Online, One Medical, Perkpot)
Paid parental leave

Applicant Tracking System Keywords

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

Hard Skills & Tools

SQLdata analysisdata troubleshootingcustomer engagementaccount managementperformance trends analysislightweight queryingproduct knowledgeCRM managementbusiness reviews

Soft Skills

relationship-buildingcommunicationorganizationalproactiveresourcefuladaptablecuriositycollaborationproblem-solvingcustomer focus