- Manage a book of approximately 20–25 accounts, mostly in the mid-market segment, with a few enterprise accounts.
- Build relationships with executive buyers, senior decision-makers, and account stakeholders; map champions, detractors, and key contacts.
- Facilitate strategic discussions with customer leadership to mitigate risk and drive alignment.
- Own renewal discussions, strategy, narrative, execution, and forecasting.
- Identify and mitigate account risks, coordinate escalations, and communicate through resolution.
- Define customer success metrics tied to business goals and validate outcomes through retrospectives.
- Drive adoption of retention-critical features and identify opportunities for account expansion.
- Consult on customer workflows and review configurations to prevent data exposure risks or gaps.
- Own customer onboarding, training, and enablement so customers can operate ChartHop independently.
- Manage the implementation-to-CSM handoff and share customer feedback and trends with Product and Engineering.
Project ManagementCross-functional collaborationCustomer Success