About the Role
This position is responsible for proactively managing a portfolio of key clients, driving product engagement, and serving as a trusted advisor to ensure customer satisfaction and retention.
Responsibilities
- Lead regular business reviews with client stakeholders to assess progress and strategic alignment
- Monitor client health metrics and intervene proactively to reduce churn risk
- Collaborate with cross-functional teams to address complex client challenges
- Identify expansion opportunities within existing accounts
- Serve as the primary point of contact for strategic customer inquiries
- Develop customer success plans tailored to individual business objectives
- Track and report on customer adoption and usage trends
- Onboard new clients with a focus on rapid time-to-value
- Advocate for customer needs internally to influence product development
- Deliver training sessions and best practice guidance
- Coordinate renewal timelines and support retention efforts
- Gather and synthesize customer feedback for internal stakeholders
- Maintain accurate records of customer interactions in CRM systems
- Drive adoption of advanced platform features
- Escalate technical or service issues with appropriate internal teams
- Ensure clients achieve measurable outcomes from platform usage
- Stay current on industry trends impacting customer goals
- Support the creation of customer success playbooks
- Partner with sales teams during post-sale transition phases
- Measure success through customer satisfaction and retention metrics
Nice to Have
- Master’s degree in business or related discipline
- Experience in user research or experience insight platforms
- Certification in customer success or project management
- Background in customer experience analytics
- Knowledge of agile or iterative customer engagement methods
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid
Team
Customer-facing team focused on client retention and satisfaction
Why Customer Success Matters Here
Customer success is central to long-term growth and product evolution. This role directly influences client outcomes and shapes the future of the platform through real-world feedback.
Our Commitment to Inclusion
We believe diverse perspectives improve our team and product. We actively foster an inclusive environment and welcome applicants from all backgrounds.
Available for qualified candidates
