About the role
- Own post-sale customer relationships and guide customers through successful product adoption.
- Translate customer goals into clear success plans and usage outcomes.
- Build trusted partnerships by understanding each customer’s business and use cases in depth.
- Identify retention risks early and act on them before they escalate.
- Sustain customer satisfaction and loyalty through consistent engagement.
- Ensure customers continue to realize value from the product over time.
- Share customer feedback with Product teams and help shape improvements.
- Support renewals and account growth conversations alongside Sales.
- Coordinate with internal teams to resolve customer issues efficiently.
- Bring 4–6 years of experience in a customer-facing role focused on adoption, success, or retention.
- Demonstrate a strong understanding of Customer Success as a function.
- Build and maintain relationships with senior stakeholders.
- Communicate clearly and confidently with customers and internal teams.
- Show strong product understanding and the ability to translate features into outcomes.
- Bring experience in loyalty, fintech, or HR tech environments.
- Own and operate complex customer relationships with confidence.
- Balance empathy for customers with a clear focus on outcomes.
- Work across Product and Sales to solve real customer problems.
- Bring a background in senior customer success roles and an understanding of how the function works in practice.
- Take on clear ownership with direct customer impact.
- Collaborate closely with Product and Sales teams.
- Build deep expertise in customer success at scale.
- Carry meaningful responsibility as a senior individual contributor.
- Help shape long-term customer relationships and outcomes.