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

📋 Description

• Proactively oversee a portfolio of customer accounts, monitoring usage, health, and commercial status, while prioritizing efforts where risks or opportunities are most significant.

• Recognize pay-as-you-go customers who are ready to transition to committed annual agreements, construct a business case based on usage trends and delivered value, and successfully close these agreements.

• Analyze the reasons behind struggling accounts at risk, develop remediation plans, coordinate resources, and ensure they return to a healthy status.

• Vigilantly watch for early signs of decline and take preemptive action to prevent accounts from becoming churn risks.

• Collaborate with technical, support, and product teams to resolve issues, advocate for the customer internally, and escalate matters when advanced commercial or technical expertise is necessary.

⛳️ Requirements

• Proven experience in managing a customer success portfolio, account management, or renewals/sales, with a successful history of achieving retention or revenue objectives.

• Proficient in guiding customers through pricing or contract modifications and successfully closing them.

• Familiarity with cloud/SaaS products and capable of diagnosing customer struggles without requiring an engineer's presence.

• Established track record in restoring relationships with dissatisfied or at-risk customers.

• Proficient in Salesforce or similar platforms, with skills in pipeline management, forecasting, and reporting.

• Highly organized in high-volume environments, direct with customers when necessary, able to work independently with little supervision, and resilient under pressure with frustrated or churn-risk accounts.