- Manage a portfolio of approximately 40–50 mid-market customers, focusing on retention, adoption, satisfaction, and strategic health.
- Lead onboarding plans to help customers realize rapid time-to-value and strong adoption.
- Use data and qualitative signals to identify at-risk accounts and recommend corrective actions.
- Develop and execute customer success plans aligned with each customer’s business goals.
- Drive renewal conversations and mitigation strategies, partnering with Sales where appropriate.
- Identify expansion opportunities and influence them through value messaging and coordinated actions with Strategic Account Executives.
- Conduct periodic business reviews to showcase value delivery and deepen customer relationships.
- Represent the voice of the customer internally to drive product improvements and operational refinements.
- Partner with Product, Support, Marketing, and other teams to deliver a cohesive customer experience.
- Use AI tools daily for account research, customer insights, success planning, QBR preparation, risk identification, and internal workflows.
Cross-functional collaborationCustomer Success