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 with cross-functional teams 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 promote product adoption and customer satisfaction
- Develop strategies to manage customer engagement and success
- Interface with sales, support, product, and engineering teams to share feedback and resolve escalations
- Build and share best practices to help clients leverage platform functionality
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.
- 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
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 equipment
Team Connection: virtual team-building activities and socials
Compensation Range: $130,000 - $160,000 USD base salary
Additional Compensation: eligibility for commission based on departmental KPIs
Ready to Apply?
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