This is a fully remote position, open to applicants in New York.

📋 Description

• Take charge of the onboarding process through the steady-state phase for a designated account portfolio.

• Promote product usage in alignment with each customer's specified business objectives.

• Conduct Quarterly Business Reviews (QBRs) that address outcomes achieved, return on investment, and potential expansion avenues.

• Manage renewal forecasting and Gross Revenue Retention (GRR) for the account portfolio; identify churn risks along with reasons and a plan for remediation.

• Recognize and pursue opportunities for upselling and cross-selling in collaboration with the Sales team.

• Address technical or implementation challenges by escalating them to FDE/Support while ensuring accountability for resolution from the customer side.

• Keep precise account health metrics updated in Vitally.

• Achieve GRR and Net Revenue Retention (NRR) objectives, including maintaining an organizational NRR target exceeding 110%.

• Meet targets for onboarding speed and time-to-value.

• Ensure account records are accurate, up-to-date, and forecasts are reliable.

⛳️ Requirements

• Minimum of 4 years of experience in Customer Success or Account Management within a B2B SaaS environment, preferably in fintech or finance-workflow software.

• Proven experience in managing renewal and expansion metrics, beyond just customer satisfaction scores.

• Ability to navigate ambiguity in a growth-stage company while developing Customer Success processes as the organization scales.

• Familiarity with financial/Accounts Receivable domains is advantageous but not mandatory.

• Exceptional written and verbal communication skills.

• Proficient in leading executive-level QBRs.