This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for a designated portfolio of client accounts

• Establish and nurture trusted relationships with key stakeholders

• Create and implement account plans and success strategies

• Conduct regular check-ins and quarterly business assessments

• Take ownership of retention outcomes and collaborate with the Retention Team on renewals

• Identify at-risk accounts through health scoring and proactive oversight

• Assist in the renewal process, ensuring accurate documentation, pricing, and contractual details

• Address client concerns and service issues, escalating complex matters when necessary

• Promote product adoption through onboarding, training, and continuous platform engagement

• Analyze usage data and engagement trends to pinpoint adoption gaps and opportunities

• Inform clients about new features, updates, and best practices

• Collect and communicate client feedback for product and service enhancements

• Work collaboratively with Sales, Support, Product, and Revenue Operations teams

• Maintain precise account records, activity logs, and health scores in Salesforce

• Monitor and report on retention and adoption metrics

• Adhere to customer success processes and contribute to workflow enhancements

⛳️ Requirements

• Proven experience in customer success, account management, or a client-facing role, ideally in the software or subscription-based industry

• Exceptional relationship-building and communication abilities

• Capability to manage a varied portfolio of accounts with competing priorities

• Analytical mindset with a comfort in utilizing data to identify risks and opportunities

• Proactive, organized, and detail-oriented approach to account management

• Familiarity with CRM tools; Salesforce is preferred

• Understanding of customer health scoring frameworks

🏝️ Benefits

• Competitive salary and performance-based bonuses

• Comprehensive health and wellness benefits

• Opportunities for professional development and career advancement

• Flexible work arrangements and a supportive work environment