- Own and manage a strategic book of business end-to-end, serving as the primary point of contact across executives, business, and technical stakeholders.
- Drive retention with a slight focus on expansion (GRR, NRR, upsell opportunities).
- Monitor customer health, engagement signals, and sentiment to proactively identify and mitigate churn risks.
- Build strong relationships with key stakeholders that reinforce trust and long-term partnership.
- Drive product adoption and measurable customer outcomes.
- Partner with customers to define success criteria and guide them through best practices and value realization.
- Analyze product usage and customer data to inform strategy.
- Identify trends, risks, and opportunities across accounts to optimize engagement and outcomes.
- Maintain accurate forecasting and account planning, including tracking risks, opportunities, and success metrics.
- Partner with Sales, Product, and Support to ensure a seamless alignment and aligned customer experience.
- Act as the voice of the customer internally, surfacing customer feedback and insights to influence product and process improvements.
HubSpot