Responsibilities
- Manage a portfolio of enterprise clients with responsibility for renewals, revenue retention, and growth by using data to anticipate risks and opportunities.
- Create and implement customer success strategies that align with client goals to ensure product value is realized.
- Deliver an exceptional customer experience throughout the lifecycle by coordinating with implementation, support, product, and services teams.
- Conduct high-level strategic meetings with executives, including C-suite and board members, to showcase value and identify future initiatives.
- Collaborate with expansion sales to identify and pursue growth opportunities, ensuring seamless transitions and aligned account planning.
- Support onboarding and deployment of software solutions, working with implementation teams to ensure proper training and change management.
- Develop trusted relationships with business and technical stakeholders by understanding their governance, risk, compliance, and operational needs.
- Represent customer insights internally to influence product development, marketing, and service delivery improvements.
- Track customer health and usage metrics to proactively address challenges and increase engagement.
- Promote customer advocacy by sourcing references, case studies, testimonials, and event participants.
- Contribute to refining customer success processes and playbooks to improve scalability and service quality.
