About the role
Key Responsibilities
- Onboarding & Adoption: Guide new clients through a seamless onboarding process and drive fast time-to-value.
- Relationship Management: Build strong, long-lasting partnerships by conducting regular check-ins and Quarterly Business Reviews (QBRs).
- Retention & Growth: Monitor account health metrics to reduce churn, identify upsell/cross-sell opportunities, and manage renewals.
- Issue Resolution: Proactively identify and solve moderately complex customer problems by coordinating with technical support and product teams.
- Customer Advocacy: Represent customer feedback internally to help shape product enhancements and company strategy
Required Skills & Qualifications
- Experience: 5+ years of experience in customer success, account management, or a client-facing role.
- Education: Bachelor’s degree in business, communications, or a related field.
- Communication: Exceptional verbal, written, and active listening skills.
- Technical Aptitude: Proficiency with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms.
- Problem-Solving: Strong analytical capabilities to interpret customer usage data and offer strategic solutions.