About the role
- Own the client relationship from the sales handover. Run the kick-off call and the kick-off narrative, land the success criteria and adoption targets with the client, and stay the client's first call from that day on.
- Own renewals end to end. Run 90/60/30-day renewal cadences, maintain account health scores, build and activate save plans before at-risk accounts become problems, keep the forecast honest, and own the commercial paper — quotes, renewal contracts, and negotiation within delegated authority.
- Own expansion. Run expansion discovery across the upgrade paths — Pulse to IQ, Daton to IQ, IQ Essentials to IQ Enterprise, usage-based upsell — spot the openings that client goals and competitor displacements create, and carry those deals to close.
- Own account-level CSAT and NPS — with the levers to back them. Quarterback escalations: convene and drive cross-functional resolution to closure, while build quality stays with the Forward Deployed Engineer. During client UAT, hold the scope line — push back on creep, and run the workshops and demos that get users over the line.
- Drive adoption and value realization as the renewal engine. Run trainings, articulate the why, what, and how of IQ modules and their value to each stakeholder, hold adoption reviews, introduce IQ to new stakeholders in the account, and make monthly and quarterly business reviews substantive commercial and strategic engagements — not status updates.
- Run the advocacy engine. Enroll customers into Saras’ Customer Advocacy Program, and drive the referrals, testimonials, and business value discovery calls that turn satisfied clients into your best pipeline.
- Feed the voice of the customer into the roadmap. Groom product asks across marketing, finance, customer, and supply-chain functions with the Product Manager, and pitch new features back into your accounts.
- Run your book's operating rhythm. Implementation tracker, red-account updates, invoicing inputs — and keep Account Health current (and green): CSAT scores, expansion signals, renewal dates, churn reasons — logged by you, proactively.
- 6–8 years in Account Management or Customer Success at a B2B SaaS or analytics company — with commercial ownership alongside relationship ownership.
- A portfolio you grew, not just maintained — specific renewal and expansion outcomes you personally ran and closed.
- CSAT or NPS in your scorecard alongside revenue metrics — you have owned client satisfaction as a number, not just a feeling.
- Ecommerce operating fluency: you understand what a DTC CFO wrestles with on channel margins and why a CMO is frustrated by attribution, and you don't need a primer on CAC, LTV, or repeat rates.
- Working literacy in the modern data stack — warehouse, BI, pipelines — enough to lead value conversations on Daton, Pulse, and IQ unaided.
- The ability to hold a commercial conversation — pricing, contract structure, ROI framing — directly with VP and C-suite buyers.
- HubSpot discipline that makes RevOps love you — health scores, pipeline hygiene, and forecasts they can trust.
- Experience managing new-client onboarding as a relationship owner — you know what a successful first ninety days looks like even when you are not doing the technical work.
- Hands-on comfort using AI tools like Claude to automate your own reporting and account prep.