Responsibilities
- Manage a portfolio of large enterprise and strategic clients with over 10,000 employees across various industries and regions, ensuring high levels of engagement, product adoption, and retention.
- Promote adoption and growth by uncovering new teams, use cases, and departments that can benefit from the platform, and by guiding executive-level alignment to enhance value delivery.
- Lead onboarding and enablement for new clients through customized training and rollout plans designed to drive rapid success and shorten time-to-value.
- Act as a trusted strategic advisor to executive stakeholders and program leaders, aligning platform capabilities with organizational objectives and performance metrics.
- Conduct quarterly and executive business reviews to present business results, adoption data, and return on investment, supporting renewal decisions and multi-year growth.
- Work closely with Product, Support, and Marketing teams to gather customer feedback, advocate for product improvements, and refine the enterprise customer experience.
- Handle complex renewals and upsell opportunities with accuracy, balancing customer needs and business targets to achieve strong retention and revenue outcomes.
- Collaborate with expansion sales teams to develop and execute account growth plans, ensuring smooth coordination between customer success and sales functions to uncover new use cases and increase value.
- Lead customer-driven programs such as success frameworks, enablement initiatives, and reference customer stories to amplify platform impact across the enterprise customer base.
