About the Role
The ideal candidate will act as a trusted advisor to clients, helping them realize value from the product throughout their lifecycle. This role combines onboarding coordination, ongoing support, and strategic guidance to reduce churn and increase retention.
Responsibilities
- Onboard new clients and ensure smooth initial implementation
- Monitor client usage patterns to identify opportunities and risks
- Conduct regular check-ins to assess client satisfaction and goals
- Collaborate with support and product teams to relay client feedback
- Develop success plans tailored to individual client objectives
- Identify expansion opportunities within existing accounts
- Track and report on key customer health metrics
- Escalate technical issues with clear context and urgency
- Guide clients through product updates and new features
- Maintain accurate records in the customer relationship management system
- Coordinate training sessions for client teams
- Proactively address signs of disengagement or low adoption
- Support renewal processes with data-driven insights
- Build strong relationships through consistent and professional communication
- Advocate for client needs in internal cross-functional meetings
- Manage a portfolio of assigned accounts efficiently
- Deliver quarterly business reviews to stakeholders
- Ensure clients meet key milestones during onboarding
- Translate client challenges into actionable improvement suggestions
- Promote best practices for platform utilization
Nice to Have
- Experience in consulting or professional services
- Background in change management or adoption strategies
- Certification in customer success methodologies
- Knowledge of project management principles
- Familiarity with API integrations and technical workflows
- Prior work in regulated industries such as healthcare or finance
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid remote
Team
Customer-facing team focused on long-term client outcomes
Our Philosophy
We believe long-term client success is the foundation of sustainable growth. Success is measured not just by retention, but by the tangible value clients achieve.
Growth Opportunities
This role offers a clear path to leadership in customer success, including potential to manage teams or lead strategic account programs.
Technology Stack
You’ll use modern CRM platforms, analytics dashboards, and communication tools to stay connected with clients and internal teams.
Available for qualified candidates
