About the Role
The ideal candidate will manage relationships with mid-sized and enterprise customers, helping them achieve their goals using the product while identifying opportunities for growth and improvement in the customer journey.
Responsibilities
- Monitor customer health metrics and proactively identify at-risk accounts
- Serve as the primary point of contact for mid-sized and large business clients
- Guide customers through onboarding, adoption, and renewal processes
- Collaborate with product and support teams to relay customer feedback
- Develop success plans tailored to individual client goals
- Conduct regular check-ins and business reviews with stakeholders
- Identify expansion opportunities within existing accounts
- Track and report on customer satisfaction and retention KPIs
- Assist in resolving complex service or technical issues
- Educate clients on best practices for platform utilization
- Maintain accurate records in CRM systems
- Support the creation of customer onboarding materials
- Drive product adoption through targeted engagement campaigns
- Escalate critical issues to internal teams with clear context
- Ensure timely responses to customer inquiries and concerns
- Stay updated on product updates and industry trends
- Coordinate with sales during renewal cycles
- Advocate for customer needs in internal roadmap discussions
- Onboard new team members to customer success protocols
- Participate in cross-functional initiatives to improve customer experience
Nice to Have
- Experience in scaling customer success operations
- Exposure to startups or high-growth technology companies
- Certifications in customer success or related disciplines
- Prior work with customer success platforms like Gainsight or Totango
- Understanding of NPS and CSAT metrics
Benefits
- Flexible vacation policy
- Remote work allowance
- Monthly wellness and learning stipend
- Health insurance contribution
- Annual team retreat
- Professional development budget
- Parental leave policy
- Stock options program
- Employee recognition awards
- Access to mental health resources
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Remote position with flexible hours
Team
Part of the customer-facing success team focused on enterprise clients
Why Join Us
- You’ll work with a diverse, international team committed to redefining customer interactions
- Opportunity to shape processes in a growing customer success department
What We Value
- Ownership mindset and initiative
- Empathy in customer interactions
- Data-informed decision making
- Collaborative problem solving
Not applicable for remote roles
