About the Role
This role is responsible for managing client relationships from onboarding through renewal, guiding customers to achieve their goals using the platform while identifying opportunities for expansion and reducing churn through strategic engagement.
Responsibilities
- Serve as the primary point of contact for assigned clients
- Develop onboarding plans tailored to customer goals
- Monitor product usage and customer health metrics
- Conduct regular check-in meetings to assess progress
- Identify and address potential risks to retention
- Collaborate with support and product teams to resolve issues
- Advocate for customer needs within the organization
- Guide clients through renewal and upsell conversations
- Track all customer interactions in the CRM system
- Create customized success plans based on client objectives
- Facilitate knowledge transfer during handoffs
- Share customer feedback with product development
- Escalate critical issues using defined protocols
- Maintain up-to-date customer account records
- Coordinate training sessions for new users
- Onboard new customers following established timelines
- Drive adoption of key platform features
- Measure and report on customer satisfaction
- Identify expansion opportunities through usage insights
- Support quarterly business reviews with stakeholders
- Ensure timely resolution of service disruptions
- Maintain awareness of client business goals
- Provide input on customer success workflows
- Assist in developing client resources and templates
- Participate in post-implementation reviews
Nice to Have
- Certification in customer success management
- Experience in HR or people management software
- Familiarity with API integrations
- Background in change management
- Knowledge of NPS and CSAT frameworks
- Experience with enterprise-level clients
- Project management certification
- Second language proficiency
- Experience with data privacy regulations
- Understanding of customer journey mapping
Compensation
Competitive salary with performance bonuses
Work Arrangement
Remote with flexible hours
Team
Part of a growing customer-facing team focused on long-term client outcomes
Our Philosophy
We believe long-term relationships are built on trust, transparency, and measurable outcomes. Success is shared, and every interaction should move the client closer to their goals.
Growth Opportunities
High performers can advance into leadership roles, strategic account management, or cross-functional initiatives within 12 to 18 months.
Available for qualified candidates
