About the Role
Role details below.
Responsibilities
- Own adoption and renewals at scale
- Drive value realization, engagement, and renewal outcomes across a large pooled customer portfolio
- Run proactive renewal management
- Identify risks early, reinforce value, and partner with Sales on expansion or complex renewals
- Lead multi-channel engagement programs
- Design and run webinars, enablement sessions, office hours, and targeted 1:few Zoom sessions
- Use 1:1 engagement strategically
- Jump into focused calls when risk, context, or opportunity requires a human touch
- Build scalable CS playbooks
- Define when to automate vs. lead manually, and document repeatable success programs
- Surface insights cross-functionally
- Share data-backed signals on friction, risk, and growth with Product, Support, and Sales
Requirements
- 2+ years in Customer Success or a closely related customer-facing role
- Experience managing adoption and engagement for 100+ customers
- Proven ownership of renewal outcomes and revenue protection
- Experience running webinars, trainings, or office hours
- Ability to manage many customers without losing signal quality
- Comfort designing programs, documenting processes, and operating as an early hire
Nice to Have
- SaaS experience in a mid-market or scaling environment
- Familiarity with HubSpot, Intercom, or Mixpanel
- Background in video documentation, knowledge management, or enablement platforms
Benefits
- Leave Your Mark: Build the digital CS foundation that protects revenue and drives customer value at scale
- Work Your Way (Hybrid/Remote): Enjoy a flexible work arrangement
- Innovate Together: Partner with Product, Sales, and Support to shape how customers succeed
- Fuel Your Growth: Grow your scope and impact as the CS organization scales
- Your Value Matters: Receive a competitive compensation and benefits package
Compensation
competitive. competitive compensation and benefits package
Additional Information
- This is a foundational hire role
- The ideal candidate is customer-obsessed and energized by building meaningful relationships at scale
- The ideal candidate is excited about helping diverse organizations succeed while protecting and growing revenue
- The company values doers who listen more than they talk and who show up ready to play their best game
- The company blends a startup environment with sports team principles — strategic in planning, collaborative in execution, and obsessed with customer wins
- The company hires talented and passionate people from diverse backgrounds to reflect the diversity of its customers
- Applicants are encouraged to apply even if their experience does not align perfectly with every bullet point
