Key Responsibilities
- Manage a portfolio of Mid-Market accounts, owning the complete customer lifecycle and individual book of business
- Drive renewals, improve Net Revenue Retention (NRR), and identify expansion opportunities
- Conduct MBRs/QBRs and lead strategic discussions with key stakeholders
- Develop and execute customer success plans focused on adoption, engagement, and measurable outcomes
- Monitor customer health and proactively identify risks; implement mitigation strategies to ensure retention
- Build strong, long-term relationships with customers and act as a trusted advisor
Required Qualifications & Skills
- Minimum 3+ years of experience in Customer Success or related client-facing roles
- Proven track record of managing accounts in a B2B SaaS environment
- Strong experience in renewals, retention strategies, and revenue expansion
- Demonstrated ability to drive product adoption and customer engagement initiatives
- Excellent communication, presentation, and stakeholder management skills
- Strong analytical and problem-solving abilities with a proactive approach to risk identification
Preferred Candidate Profile
The ideal candidate will have a customer-first mindset with a strong ability to drive renewals, mitigate risks, and deliver long-term customer value. A strategic thinker with a hands-on approach to execution will thrive in this role.
Key Responsibilities
- Manage a portfolio of Mid-Market accounts, owning the complete customer lifecycle and individual book of business
- Drive renewals, improve Net Revenue Retention (NRR), and identify expansion opportunities
- Conduct MBRs/QBRs and lead strategic discussions with key stakeholders
- Develop and execute customer success plans focused on adoption, engagement, and measurable outcomes
- Monitor customer health and proactively identify risks; implement mitigation strategies to ensure retention
- Build strong, long-term relationships with customers and act as a trusted advisor
Required Qualifications & Skills
- Minimum 3+ years of experience in Customer Success or related client-facing roles
- Proven track record of managing accounts in a B2B SaaS environment
- Strong experience in renewals, retention strategies, and revenue expansion
- Demonstrated ability to drive product adoption and customer engagement initiatives
- Excellent communication, presentation, and stakeholder management skills
- Strong analytical and problem-solving abilities with a proactive approach to risk identification
