Optimization Manager

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

📋 Description

• Take charge of retention and expansion results for a portfolio comprising over 150 Tier 1 and Tier 2 customer accounts.

• Assess, override, escalate, or manage ChurnZero and Salesforce auto-generated success plans to ensure they are acknowledged and completed by customers.

• Finalize save commitments and renewal decisions for at-risk accounts and record associated retention outcomes.

• Present and secure upsell and cross-sell opportunities identified and valued through ChurnZero and Salesforce.

• Conduct live optimization sessions, identify workflow gaps, propose solutions, and gain customer approval.

• Negotiate discounts and product exchanges following approved playbooks and escalate any exceptions.

• Elevate cross-functional concerns to Product, Engineering, or Support with a clear sense of urgency and business implications.

• Confirm ChurnZero health scores and automated success plans prior to customer delivery.

• Test and rectify automated SBR and ROI reporting drafts.

• Monitor signed optimization plan coverage, retained Annual Recurring Revenue (ARR), expansion opportunity results, and churn budget contributions.

• Minimize time spent on reporting, monitoring, and identifying opportunities while enhancing or deepening portfolio coverage.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• Over 5 years of experience in customer success, account management, or a consultative customer-facing revenue role.

• Proven history of managing retention or expansion results for a specific book of business.

• Capability to make commercial discount and product-swap decisions within an approved playbook and escalate exceptions as needed.

• Proficiency in conducting live diagnostic conversations with customers and providing recommendations.

• History of identifying incorrect analyses before they are delivered to customers.

• Skill in managing escalations to Product, Engineering, or Support and obtaining a resolution.

• Ability to quickly learn new systems; experience with Salesforce and ChurnZero or adaptability to master them.

• Comfort with using or learning AI-supported tools like ChatGPT, CoPilot, or role-specific applications.

• A curious mindset and willingness to experiment with new technologies.

• Strong analytical and problem-solving abilities, sound judgment, and creativity.

• Capability to thrive in fast-paced, high-growth, and rapidly changing environments.

• Ability to work effectively in a remote-first setting with high-quality virtual interactions and minimal distractions.

• Willingness to travel occasionally for work.

🏝️ Benefits

• Competitive compensation.

• Health benefits.

• Dental benefits.

• Vision benefits.

• Autonomy to create and innovate alongside a supportive team.

• Opportunities to learn from senior leaders, world-class investors, and advisors.

• Initiatives promoting an inclusive workplace and a sense of belonging.