Responsibilities
- Manage a diverse portfolio of enterprise and mid-market clients using tailored and scalable engagement strategies
- Lead in-depth discovery sessions to identify business goals and establish clear, ROI-focused success metrics
- Develop and implement customer success plans that align with client objectives to ensure continuous value delivery
- Cultivate strong relationships with executive-level stakeholders such as CTOs, CIOs, and VP-level engineering leads
- Oversee the entire renewal process, including forecasting, risk assessment, and contract negotiation
- Uncover and act on expansion opportunities by analyzing usage patterns, business needs, and data insights
- Improve net revenue retention by addressing churn risks and promoting growth initiatives
- Facilitate value-driven discussions that connect solutions to shifting customer priorities
- Serve as a trusted strategic advisor throughout the customer lifecycle, from onboarding to long-term optimization
- Lead executive-level business reviews, success planning meetings, and ongoing strategic touchpoints
- Track customer health and product usage to detect risks early and implement corrective actions
- Support customers during critical transitions and key milestones to ensure smooth experiences
- Design and refine customer success processes, including playbooks, segmentation frameworks, and lifecycle workflows
- Use automation and technology to boost efficiency without compromising service quality
- Continuously refine operations to improve scalability and effectiveness
- Work cross-functionally with Sales, Product, Support, and Marketing teams to deliver seamless customer experiences
- Engage with channel partners to expand customer impact and drive joint success initiatives
- Represent customer feedback internally to influence product development and business strategy
- Collaborate with internal teams to resolve escalations and maintain high satisfaction levels
- Contribute to knowledge sharing and the development of best practices within the customer success team
- Monitor and analyze key performance indicators such as adoption, retention, and growth metrics
- Utilize CRM and customer success platforms like Salesforce and Gainsight for strategic planning and forecasting
- Extract meaningful trends from data to guide decision-making and process improvements
- Transform analytical insights into actionable recommendations that benefit both customers and the business
Benefits
- Eligibility for participation in the Equity Units Plan for all team members
- Competitive 401(k) plan with employer matching contributions
- Access to a dedicated learning platform with interactive content and live training sessions
- Unlimited paid time off policy
- Ten company-recognized holidays annually
- Full company-paid medical insurance coverage
- Fifty percent employer contribution toward dental insurance
- Vision insurance coverage provided
- Company-provided group term life insurance
- Optional voluntary life insurance options
- Critical illness and accident insurance offerings
- Long-term disability insurance coverage
- Employee Assistance Program for personal and professional support
- Three fully paid days each year for volunteer activities
- Flexible Spending Accounts available for healthcare and dependent care
- Monthly stipend to support remote work expenses
- Amazon account allowance for home office setup and equipment
- Reimbursement program for fitness and wellness activities
Work Arrangement
Remote (Worldwide)
Work Arrangement
- All positions are fully remote within the employee's country of residence
- Office locations available in Boston, Burlington, and New York for optional in-person collaboration
Other
- Flexible Work Environment: All roles are fully remote within your country of hire
- Office spaces available in Boston, Burlington, and New York for those who prefer occasional in-person work
- Unlimited paid time off
- 10 company holidays each year
- 100% company-paid medical insurance
- 50% coverage for dental
- Vision coverage
- Group term life insurance
- Voluntary life insurance
- Critical illness and accident insurance
- Long-term disability
- Employee Assistance Program
- 3 fully paid volunteer days annually
- Flexible Spending Accounts (FSA)
- Monthly remote-work stipend
- Amazon account for purchasing home office equipment
- Fitness and wellness reimbursements
