Job Details
- Languages
- English
- Experience
- 1-5 years
- Required Skills
- Project ManagementData AnalysisJiraBusiness OperationsProduct AnalyticsMicrosoft ExcelAgile methodologiesRESTful APIsCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceOrganizational skillsWritten communicationCustomer SuccessConfluenceSaaSRelationship buildingAccount ManagementTeamworkReportingTroubleshootingClient relationship managementStrong communication skillsCross-functional collaborationData entryRelationship managementSales experienceProcess improvementResearch skillsTechnical supportCRM
Requirements
- One to five years of experience in customer success, digital success, account management, or a related SaaS role
- Experience managing customers through one to many or tech touch models
- Strong analytical mindset
- Clear, concise communicator across digital and live channels
- Comfortable running renewal and value conversations with SMB customers
- Outcome oriented with a strong focus on retention and expansion metrics
- Organized and effective using CRM and marketing automation tools
- Bonus experience in eLearning, HR Tech, or scaled customer success functions
Responsibilities
- Manage a pooled book of SMB customers under $5,000 in ARR
- Own gross and net revenue retention for the SMB segment
- Design, execute, and optimize adoption campaigns
- Monitor customer health, usage, and engagement signals
- Run renewal motions through automated and semi-automated workflows
- Identify expansion signals and influence expansion
- Partner with Marketing to build and run lifecycle programs
- Partner with Support to understand common issues
- Share aggregated customer insights with Product
- Use HubSpot as the system of record
