- Own assigned client onboardings and accounts from handover through the full customer success lifecycle.
- Run kickoff and onboarding calls, collect scoping information, confirm timelines, and set expectations about the platform and testing process.
- Track engagement milestones, dates, and open items, keeping internal teams and clients aligned.
- Coordinate with the technical team to schedule penetration tests and retests and confirm test windows with clients.
- Follow up with clients about testing progress, findings, report delivery, and retest status.
- Coordinate report publication and walk clients through findings and remediation steps.
- Escalate risks, blockers, and SLA concerns early and track them to resolution.
- Manage a renewal and deal pipeline, prioritising work by renewal date and deal value.
- Prepare quotes and SOW inputs, conduct commercial follow-ups, and drive deals to closure.
- Identify upsell and cross-sell opportunities and maintain deal stages, notes, next steps, and forecasts in HubSpot.
Project ManagementAccount ManagementCustomer Success+1 more