About the Role
This role is responsible for building strong relationships with clients, guiding them to achieve their goals using the platform, and serving as a trusted advisor throughout the customer journey.
Responsibilities
- Monitor customer health metrics and proactively engage at-risk accounts
- Serve as the primary point of contact for strategic customer guidance
- Collaborate with internal teams to resolve complex client issues
- Track and report on customer usage, satisfaction, and retention indicators
- Lead regular business reviews to align client objectives with platform capabilities
- Identify expansion opportunities and advocate for customer needs internally
- Onboard new clients and ensure smooth transition into ongoing support
- Educate customers on best practices and new feature adoption
- Gather feedback to inform product development and service improvements
- Maintain accurate records of customer interactions and account plans
- Drive renewal readiness by assessing contract status and satisfaction levels
- Coordinate with technical teams during escalation events
- Support change management initiatives within customer organizations
- Develop success plans tailored to individual client goals
- Promote customer advocacy and reference participation
- Stay current on industry trends impacting client operations
- Facilitate training sessions and knowledge-sharing forums
- Ensure compliance with service level agreements
- Manage customer communications during product updates
- Act as a liaison between clients and engineering or support departments
- Use data to forecast potential churn and recommend interventions
- Contribute to customer success playbooks and internal documentation
- Participate in post-implementation evaluations
- Support the integration of customer feedback into roadmap planning
- Maintain a customer-first mindset in all interactions
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with flexibility for remote and office-based collaboration
Team
Part of the client services division working closely with onboarding, support, and product teams
Why This Role Matters
Clients rely on consistent guidance to realize the full value of the technology they use. This position ensures organizations achieve measurable outcomes through strategic support and proactive engagement.
Growth Opportunities
Team members have access to professional development resources, internal mobility programs, and mentorship to advance their careers within the organization.
Available for qualified candidates requiring sponsorship
