About the Role
This role is responsible for managing the customer journey, driving retention, and optimizing operational workflows to enhance service delivery and client satisfaction.
Responsibilities
- Lead the end-to-end customer lifecycle from onboarding to renewal
- Act as the primary point of contact for key accounts
- Monitor customer health and proactively address risks
- Collaborate with product and support teams to align client needs with development
- Develop and implement onboarding plans tailored to client goals
- Track customer usage and adoption metrics
- Identify expansion opportunities within existing accounts
- Coordinate renewal timelines and contract updates
- Gather and relay customer feedback to internal stakeholders
- Create customer success playbooks and standard operating procedures
- Manage escalations and ensure timely resolution
- Analyze churn indicators and recommend retention strategies
- Support the development of customer training materials
- Facilitate regular business reviews with clients
- Ensure customer data accuracy in CRM systems
- Optimize internal workflows to improve response times
- Drive cross-functional initiatives to enhance service quality
- Maintain documentation of customer interactions and outcomes
- Assist in onboarding new team members
- Track KPIs related to customer satisfaction and retention
- Identify operational inefficiencies and propose solutions
- Ensure compliance with service level agreements
- Support integration of customer feedback into product planning
- Manage customer communication during service updates
- Contribute to quarterly operational planning
Compensation
Competitive salary with performance incentives
Work Arrangement
Remote with flexible hours; US time zone alignment required
Team
Part of a lean, cross-functional team focused on client outcomes and operational excellence
Why This Role Matters
This position directly influences customer retention and operational efficiency, serving as a bridge between client needs and internal execution.
Growth Opportunities
Opportunities to shape team processes, lead initiatives, and grow into senior leadership roles as the organization scales.
Not available
