Client Partner – Scaled Accounts

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Manage a portfolio of around 100 small to mid-sized business and mid-market accounts.

• Prioritize engagement efforts based on renewal schedules, risk indicators, and potential for growth.

• Handle accounts primarily through exception management utilizing dashboards, health metrics, and alerts.

• Oversee the complete renewal process, including timelines, stakeholder coordination, and deal finalization.

• Keep precise, data-informed renewal forecasts and maintain visibility on risks, opportunities, and anticipated results.

• Identify accounts at risk and implement mitigation strategies.

• Collaborate with Sales on pricing strategies, packaging, and opportunities for expansion.

• Implement scalable engagement strategies such as program reviews and larger quarterly business reviews (QBRs).

• Articulate value propositions linked to customer results and usage patterns.

• Recognize and pursue expansion opportunities based on usage insights and customer requirements.

• Maintain Gainsight and Salesforce as the primary sources of truth.

• Execute established playbooks for renewals, risk management, and customer engagement.

• Ensure data integrity, thorough documentation, and visibility of accounts.

• Collaborate with Technical Success Managers, Sales, Support, and Product teams.

• Coordinate activities related to renewals and risk management.

• Escalate any product or delivery issues that could impact customer retention.

⛳️ Requirements

• 5–8+ years of experience in customer success, account management, or renewal management in software and/or hardware sectors.

• Proven success in managing large portfolios with high retention rates.

• Experience in ownership of renewals and forecasting, emphasizing predictability and risk reduction.

• Background in industrial manufacturing, digital transformation, or process improvement.

• Capability to manage multiple accounts simultaneously by concentrating efforts where they yield the most significant impact.

• Strong process-oriented mindset with a comfort in executing within structured, repeatable systems.

• Ability to analyze customer health, usage, and risk indicators to prompt action.

• Knowledge of industrial environments and the ability to link technical solutions to business results.

• Clear and concise communication skills with effective value messaging across a diverse customer base.

🏝️ Benefits

• Flexible PTO.

• Medical, dental, and vision insurance.

• 401(k) matching.

• Stock options.

• Paid parental leave.

• Work-from-home stipend.

• Phone stipend.