Job Description
The role involves managing customer relationships in a SaaS environment, driving renewals and upsells, acting as a trusted advisor to ensure customer success, and collaborating with cross-functional teams to improve product adoption and customer satisfaction.
Key Responsibilities
- Own a portfolio of Mid-Market customers, driving renewals and upsell opportunities.
- Serve as a Customer Advocate to develop engagement and success strategies for clients.
- Act as a trusted advisor to promote product adoption and customer satisfaction.
- Develop best practices to help clients leverage the platform's full functionality.
- Collaborate with sales, support, product, and engineering teams to share client feedback, resolve escalations, and influence product development.
Requirements
- Minimum of 5 years of experience as a Customer Success Manager, Account Manager, or similar role.
- Proven track record of achieving commercial targets and goals, preferably in an enterprise SaaS setting.
- Experience managing accounts and renewals, upsell opportunities, and identifying growth opportunities.
- Excellent interpersonal skills with a history of building strong business relationships.
- Influential communication skills with experience presenting to small and large audiences.
- Proficiency in organization, account prioritization, and time management.
- Ability to orchestrate cross-functional resources to ensure the success of clients.
- Willingness to work in a hub-hybrid model, with in-office presence 2-3 days per week, typically Tuesday through Thursday, in San Francisco or New York.
Benefits & Perks
Health Benefits: coverage for medical, dental, and vision insurance premiums with comprehensive PPO, HDHP, and HMO options in CA, and flexible personal sick days
Retirement Planning: 401(k) plan
Learning Development: annual education budget and comprehensive learning and development program
Wellness Support: reimbursement for home internet, meals, and wellness memberships or equipment
Team Connection: virtual team-building activities and socials
Work schedule: hybrid model with in-office presence 2-3 days per week (typically Tuesday through Thursday)
Ready to Apply?
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