Drive customer success through strategic engagement and value realization in a role focused on guiding enterprise clients across North America. You'll manage a portfolio of up to 20 key accounts, ensuring deep integration of Digital Employee Experience (DEX) solutions by aligning people, processes, technology, and communication to meet business goals.
Key Responsibilities
- Develop and execute tailored success plans that advance customer adoption, track measurable impact, and reinforce the value of DEX solutions over time.
- Build trusted relationships with CIO-level stakeholders and technical teams, serving as a strategic advisor throughout the customer lifecycle.
- Lead DEX workshops and quarterly business reviews to educate customers, assess progress, and guide them toward desired outcomes.
- Identify expansion opportunities by collaborating with internal teams on professional services, upsell, and cross-sell initiatives.
- Monitor customer health, proactively address risks, and advocate for customer needs internally across Product, R&D, Sales, and Support.
- Maintain accurate CRM records and ensure alignment with account teams on renewal and growth strategies.
Qualifications
You bring 5+ years of customer success experience in SaaS environments, with a focus on enterprise accounts. You’re skilled at navigating complex organizations, communicating with executives, and turning technical capabilities into business value. A strategic mindset, structured approach, and fluency in English are essential. Technical familiarity with IT operations, digital transformation, or ITSM frameworks is an advantage.
Work Environment & Benefits
This role operates in a hybrid model, balancing remote flexibility with in-office collaboration. Enjoy flexible hours, unlimited PTO, and 11 paid company holidays, plus additional days for volunteering. Comprehensive benefits include full health coverage, life and disability insurance, immediate vesting on 4% 401(k) matching, and generous parental leave. Professional growth is supported through training access and structured onboarding.
