As a Customer Success Consultant, you will take ownership of the customer journey beyond implementation, guiding organizations to fully realize the value of their technology investment. Your focus will be on driving platform adoption, measuring performance outcomes, and ensuring long-term success through proactive engagement.
Key Responsibilities
- Manage a portfolio of post-go-live accounts, guiding them from initial use to sustained value creation and measurable return on investment
- Monitor customer health indicators—including usage trends, support activity, and feedback—to anticipate challenges and act before risks emerge
- Lead executive-level business reviews that highlight impact, uncover growth potential, and strengthen strategic relationships
- Build trust across diverse stakeholders, from operations teams to IT and leadership, navigating complex organizational structures with influence and clarity
- Design and run adoption initiatives such as training sessions, workshops, and change management efforts to turn user hesitation into active platform advocacy
- Identify expansion opportunities based on customer maturity and usage patterns, supporting renewals and contributing to net revenue retention goals
- Partner with Professional Services, Support, Product, and Sales teams to ensure seamless handoffs, resolve escalations, inform product development, and uncover commercial potential
- Develop scalable playbooks and refine engagement strategies to continuously improve customer outcomes and team effectiveness
What We’re Looking For
- 5-8 years of experience in customer success, account management, or consulting within B2B SaaS environments
- Demonstrated ability to manage complex customer relationships and deliver tangible business results in fast-moving settings
- Strong facilitation and communication skills, with experience leading executive presentations, training sessions, and cross-functional workshops
- Strategic mindset paired with action-oriented execution—able to make decisions with incomplete data and shift between big-picture vision and on-the-ground tactics
- Business acumen with comfort in operational metrics, ROI modeling, and data-driven problem solving
- Technical fluency to engage confidently with IT teams and troubleshoot product use cases, combined with proven change management skills
- A resourceful, persistent approach to problem solving, grounded in empathy and a genuine commitment to customer outcomes
- Alignment with core values: hunger for growth, humility in collaboration, honesty in communication, and relentless hustle
Why This Role Matters
You’ll work in a remote-first environment with team members across the United States, Canada, Europe, Latin America, Singapore, and India. This role includes occasional travel for in-person collaboration. Your work will directly influence how service-driven organizations evolve, helping frontline teams adopt technology that empowers them. Backed by leading investors, the company is committed to innovation, equity in technology access, and an entrepreneurial culture centered on customer impact.
