Qualifications

• 4+ years in Customer Success or Account Management at a B2B SaaS company, preferably in fintech or finance workflows.
• Proven ability to manage renewal and expansion metrics, beyond just customer satisfaction scores.
• Ability to navigate ambiguity; experience in a growth-stage company is beneficial.
• Fluency in financial and accounts receivable concepts is advantageous, though not mandatory.
• Strong communication skills, particularly for presenting at executive-level QBRs.

Responsibilities

• Own the onboarding process through to steady-state for your account portfolio.
• Drive product adoption aligned with each customer's business goals, rather than merely checking off features.
• Conduct quarterly business reviews (QBRs) to discuss delivered outcomes, ROI, and potential expansion opportunities.
• Forecast renewals and gross renewal rates (GRR) for your accounts, proactively identifying churn risks with remediation plans.
• Seek out and pursue expansion opportunities, including upsell and cross-sell initiatives, in collaboration with the Sales team.
• Escalate any technical or implementation problems to FDE/Support, providing detailed context and ensuring resolution accountability from the customer.
• Keep account health data updated and accurate within the Vitally platform.

Benefits

• Medical, dental, and vision insurance coverage for employees.
• 401(k) plan with company match.
• Equity options included in compensation package.
• Flexible paid time off (PTO) policy.
• Parental leave offered.