About the Role
You will be the strategic leader for a portfolio of mid- market to enterprise clients, guiding them through adoption and driving measurable business outcomes. Influencing cross-functional teams, you'll play a pivotal role in retention, expansion, and program development-mirroring proven frameworks used by leading tech companies.
Key Responsibilities
Build Executive-Level Relationships
- Establish trust with business and technical stakeholders to become their strategic advisor.
Drive Adoption and Value
- Lead onboarding, adoption initiatives, and value realization, ensuring customers derive full ROI from our solutions.
Develop Success Plans & QBRs
- Co-create detailed health and success plans with measurable KPIs. Conduct quarterly business reviews, usage reviews, and roadmap presentations.
Monitor and Mitigate Risks
- Track product usage, health metrics, and proactively address risk factors to reduce churn and drive expansion.
Collaborate Cross-Functionally
- Coordinate with Sales, Renewals, Support, Product, Engineering, and Professional Services to ensure seamless delivery and advocate for customer needs.
Mentor and Scale-
- Coach junior CSMs, share best practices, and contribute to improving the Customer Success function internally.
Contribute to CS Strategy
- Drive strategic initiatives such as playbooks, health model refinement, and scalable programs.
Requirements
- 7-10 years in Customer Success, Account Management, or Strategic Consulting roles
- Proven track record in managing enterprise or mid-market portfolios
- Strong ability to drive retention, expansion, and usage outcomes
- Exceptional communication and executive presence
- Familiarity with SaaS, subscription models, and customer success technologies
- Experience with CRMs like Salesforce and CS platforms
- Data-driven mindset with competence in analytics tools
- Bachelor's degree; MBA or relevant certifications preferred
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