About the Role
The individual in this position will lead customer relationships from onboarding through expansion, ensuring clients achieve maximum value from the platform while identifying opportunities to improve product adoption and service delivery.
Responsibilities
- Manage a portfolio of high-value accounts through proactive engagement and lifecycle planning
- Serve as the primary point of contact for strategic customer interactions
- Develop success plans aligned with client business objectives
- Monitor product usage and drive adoption through targeted outreach
- Coordinate with technical teams to resolve escalated issues
- Identify expansion opportunities through needs assessment
- Deliver regular business reviews with executive stakeholders
- Track and report on customer health metrics
- Collaborate with sales during renewal cycles
- Advocate for customer feedback internally to influence product development
- Lead onboarding and training sessions for new clients
- Maintain accurate account records in CRM systems
- Ensure contract compliance and service level adherence
- Reduce churn through early risk detection and intervention
- Support cross-functional initiatives to improve customer experience
- Stay current on industry trends impacting client operations
- Facilitate customer reference and advocacy programs
- Conduct post-implementation reviews to assess outcomes
- Manage stakeholder communication during critical incidents
- Promote best practices in platform utilization
- Escalate technical barriers to engineering teams when necessary
- Analyze customer data to forecast retention and growth potential
- Partner with marketing on case study development
- Ensure alignment between customer goals and service offerings
- Drive adoption of new features through guided campaigns
Nice to Have
- Master's degree in business administration or technology management
- Certification in customer success or account management
- Experience in search engine or data indexing technologies
- Background in managed cloud services
- Familiarity with Apache Solr or Elasticsearch
- Knowledge of DevOps practices
- Previous work in B2B software environments
- Multilingual communication abilities
- Experience with customer success platforms like Gainsight
- Understanding of cybersecurity compliance standards
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid remote with regional office options
Team
Part of the customer experience division supporting enterprise clients
About the Role
This position plays a critical role in ensuring clients achieve measurable success using the platform. The ideal candidate will combine strategic thinking with hands-on execution to strengthen relationships and drive long-term retention.
Technology Environment
The platform is built on open-source search technologies and delivered as a fully managed cloud service. Team members work closely with engineering and support to ensure seamless client experiences.
Available for qualified candidates
