Own the customer journey beyond implementation by guiding clients from initial go-live through sustained value delivery and measurable return on investment. As a trusted advisor, you'll ensure long-term success by deeply understanding client operations, monitoring health signals, and driving platform adoption across diverse teams.
Key Responsibilities
- Manage a portfolio of enterprise accounts, proactively identifying risks and opportunities through data on usage, support trends, and customer sentiment
- Lead strategic Quarterly Business Reviews with executive stakeholders to showcase impact, align on goals, and uncover expansion pathways
- Build influence across technical, operational, and leadership teams—navigating complex environments to drive alignment and change
- Design and facilitate training sessions, workshops, and change initiatives that turn user hesitation into active platform engagement
- Partner with renewal and sales teams to support contract extensions and growth, informed by customer maturity and usage patterns
- Collaborate with Product, Support, and Professional Services to close feedback loops, resolve escalations, and refine customer onboarding
- Develop scalable playbooks and refine engagement strategies based on real-world outcomes and experimentation
What You Bring
- 5–8 years in customer success, consulting, or account management within B2B SaaS, with a focus on operational or enterprise software
- Proven ability to manage high-stakes relationships and deliver measurable business outcomes in fast-moving environments
- Skill in influencing without authority, crafting clear narratives for technical and non-technical audiences, and navigating multi-layered organisations
- A strategic mindset paired with action-oriented execution—comfortable making decisions with incomplete data and adjusting course as needed
- Strong business acumen, including experience with ROI analysis, operational KPIs, and data-informed problem solving
- Technical fluency to engage credibly with IT teams and troubleshoot product use cases effectively
- Resilience and resourcefulness, with genuine empathy for customers and a drive to solve hard problems
- Excellent facilitation and communication skills, with experience leading trainings, presentations, and cross-functional workshops
How We Work
This is a remote-first role with team presence across Europe, the United States, Singapore, and India. Occasional travel may be required for in-person collaboration with customers or colleagues. You’ll join a global team focused on transforming field service operations, backed by leading investors and guided by core values: Be Hungry. Be Humble. Be Honest. Hustle.
