About the Role
This role is responsible for proactively managing a portfolio of key accounts, driving platform engagement, identifying expansion opportunities, and serving as a trusted advisor to ensure clients achieve measurable business outcomes.
Responsibilities
- Monitor customer health metrics and implement action plans to improve satisfaction and retention
- Lead regular business reviews to assess client goals, usage patterns, and success milestones
- Collaborate with cross-functional teams to resolve complex issues and escalate when necessary
- Identify and pursue upsell and cross-sell opportunities in coordination with sales teams
- Develop customer success strategies tailored to enterprise-level client needs
- Track and report on key performance indicators including renewal rates and adoption trends
- Onboard new clients with structured implementation plans and success frameworks
- Advocate for customer needs internally to influence product and support improvements
- Maintain accurate account records and forecasts in CRM systems
- Ensure timely renewal execution by coordinating legal, finance, and technical stakeholders
- Educate clients on new features and best practices to maximize platform utilization
- Build trusted relationships with C-level stakeholders and technical decision-makers
- Drive adoption through targeted training and change management support
- Analyze customer data to anticipate risks and recommend preventive actions
- Support merger and acquisition transitions involving customer environments
- Coordinate with professional services for seamless project delivery
- Promote customer advocacy and reference participation
- Stay current on industry trends impacting client operations
- Ensure compliance with contractual service level agreements
- Manage stakeholder expectations during critical incidents or service disruptions
- Facilitate feedback loops between clients and product development teams
- Optimize renewal pricing strategies in collaboration with finance
- Maintain confidentiality of sensitive customer information
- Travel as needed to support key accounts and company events
- Mentor junior team members on customer engagement best practices
Compensation
Competitive salary with performance-based incentives and comprehensive benefits package
Work Arrangement
Hybrid work model with flexibility based on role and location
Team
Part of a global customer success team focused on enterprise client retention and growth
Why This Role Matters
Clients depend on strategic guidance to realize the full value of their technology investment, and this role directly influences long-term satisfaction and platform success.
Growth Opportunities
Team members have access to leadership development programs, internal mobility, and ongoing training in customer success methodologies.
Available for qualified candidates requiring sponsorship
