About the Company
VMock aims to empower students and professionals along the various phases of their career journey leveraging the power of artificial intelligence. The VMock platform delivers personalized career guidance to job seekers across the world. Over 200+ leading business schools and universities students & alumni and their career centers use our products to accelerate their career goals.
Our team consists of some of the best engineers, data scientists, and product owners who not only have an exceptional background but also a shared passion for helping others in their careers. We pride ourselves in innovation and our team members have a die-hard passion for solving complex problems while maintaining a collaborative team environment that is focused on the growth of every team member. Our fast-paced culture is a great fit for anyone looking to make a mark through their work to create impact globally while working with high caliber team members.
VMock is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status
Key Responsibilities
- Own post-sales strategy, account governance, and executive communication for a portfolio of key global enterprise accounts across geographies
- Act as a strategic partner to University and Non-University clients, deeply understanding their business objectives, success metrics, and long-term goals to drive sustained product success
- Lead end-to-end client success planning, including onboarding strategy, adoption frameworks, renewal readiness, and expansion roadmaps
- Serve as the primary escalation point for high-impact client issues, ensuring timely resolution while maintaining strong executive-level relationships
- Partner closely with Product, Engineering, Sales, and Business teams to influence product roadmap, drive client-led customizations, and align solutions with market needs
- Define, track, and review key account success metrics (NPS, CSAT, CES, ARR Growth, Retention, Account Health), translating insights into actionable success plans with clear milestones
- Drive revenue growth and retention strategy through renewals, cross-sell, and up-sell opportunities; independently lead commercial conversations and close expansion deals
- Lead high-impact product demonstrations and value storytelling, articulating technical, financial, and strategic value propositions to senior stakeholders
- Develop deep domain and technical expertise to guide clients on best practices, adoption strategies, and innovation opportunities
- Identify and execute initiatives to increase customer lifetime value, product adoption, and client advocacy
- Oversee data analysis, reporting, and executive-ready presentations for internal leadership and external stakeholders
- Provide mentorship and functional guidance to Client Success Managers, contributing to process improvement, playbooks, and best practices across the function
Key Skills & Competencies
- Proven ability to operate at both strategic and executional levels in a fast-paced, high-growth environment
- Strong business acumen with a technology-first mindset, particularly in SaaS and platform-based solutions
- Exceptional stakeholder management skills, with experience engaging senior and C-level client stakeholders
- Highly data-driven, with strong analytical, problem-solving, and decision-making capabilities
- Strong understanding of business applications, analytics, and web-based platform technologies
- Demonstrated commercial mindset, balancing customer advocacy with revenue and growth objectives
- Ability to independently build expertise in emerging technologies and evolving customer needs
- Excellent communication, presentation, and influence skills across technical and non-technical audiences
- Willingness to work evening shifts (1 PM 10 PM) and maintain flexibility based on global business needs
Experience & Qualifications
- Master's degree from a top-tier institute/university
- 6-8+ years of progressive experience in Client Success / Customer Success / Key Account Management, preferably within a SaaS or B2B technology environment
- Prior experience managing international clients, preferably in the US and/or Europe
- Experience handling large, complex, multi-stakeholder accounts with measurable revenue responsibility
