Responsibilities
- Oversee a large number of mid-market accounts using scalable methods such as automation, self-service tools, and targeted outreach to maintain a high standard of customer experience
- Accelerate time-to-value by efficiently managing self-serve onboarding, training, and enablement initiatives
- Track customer health using dashboards and analyze both leading and lagging indicators like product adoption, feature usage, active user trends, support activity, and time-to-value to detect churn risks and expansion opportunities
- Use cohort analysis and customer segmentation to uncover patterns and refine engagement approaches across the account portfolio
- Create and distribute tailored communications that promote self-service success and minimize direct support needs
- Lead outcome-driven customer meetings focused on risk reduction, expansion, or contract renewal
- Leverage in-depth product expertise to encourage adoption of platform features, including AI functionality, and uncover context-specific upsell opportunities
- Work closely with Sales, Support, and Product teams to ensure smooth transitions and quick resolution of customer issues
- Help build and maintain scalable playbooks, templates, and resources for use across the customer success organization
Work Arrangement
Remote
Team
Mid-market Digital Customer Success
Not offered
