Job Description
The role involves managing and growing a portfolio of strategic customers by driving renewals, upsells, and product adoption, acting as a trusted advisor, and collaborating cross-functionally to ensure customer success and satisfaction.
Key Responsibilities
- Own a portfolio of strategic customers to drive renewals and upsells
- Act as a trusted advisor to ensure customer satisfaction and product adoption
- Develop and implement strategies to manage customer engagement and success
- Serve as a product expert and share best practices with clients
- Collaborate with sales, support, product, and engineering teams to address client feedback and resolve escalations
Requirements
- Five (5) years of experience as a Customer Success Manager, Account Manager, or similar role.
- Proven track record of achieving commercial targets and goals in a customer success organization, preferably in an enterprise SaaS setting.
- Experience managing complex accounts, renewals, and upsells cross-sells.
- 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.
- Proven experience executing the customer journey while maintaining excellent internal operational cadences.
- Ability to orchestrate cross-functional resources to ensure the success of clients.
- Ability to develop and implement strategies to manage engagement and success of clients.
- Ability to act as a trusted advisor to customers to drive broad product adoption and ensure high satisfaction with the product.
- Willingness to work in a hub-hybrid model with in-office presence 2-3 days per week, typically Tuesday through Thursday, in New York City or San Francisco, CA.
Benefits & Perks
Compensation/salary range: $130,000 - $160,000 USD base salary, plus commission based on departmental KPIs
Work schedule: Hybrid model with in-office presence 2-3 days per week, typically Tuesday through Thursday
Work environment perks: Virtual team-building activities and socials
Health Benefits: Medical, dental, and vision insurance premiums covered with PPO, HDHP, and HMO options; flexible personal sick days
Retirement Planning: 401(k) plan
Learning Development: Annual education budget and comprehensive L&D program
Wellness Support: Reimbursement for home internet, meals, wellness memberships, and equipment
Ready to Apply?
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