What You'll DoOwn the Customer Relationship- Serve as the senior point of contact for Strella's key accounts, building trusted, long-term relationships with champions and executive stakeholders.
- Develop and maintain a deep understanding of each customer's research goals, use cases, and success criteria.
- Nurture accounts proactively rather than reactively - regular check-ins, business reviews, and value-recap touchpoints throughout the customer lifecycle.
Drive Renewals & Growth- Own renewal outcomes across the book of business, forecasting risk early and building mitigation plans.
- Identify and execute on upsell and expansion opportunities, partnering with Sales where needed.
- Own retention and net revenue retention targets for your accounts.
Build the Playbook- Develop repeatable playbooks for onboarding, adoption, QBRs, renewals, and expansion - turning what works into process the whole team can run.
- Establish the metrics and health scores that define what a "healthy" account looks like at each stage and build dashboards to track these continuously.
- Continuously refine playbooks based on what's working (and what isn't) across the book of business.
Lead the Team- Manage and coach a team of Customer Ops Associates and CSMs, setting clear goals and providing regular feedback.
- Support their day-to-day account work, unblock escalations, and help them grow into more senior CS roles.
- Partner with leadership on team structure, capacity planning, and hiring as the customer base scales.
Partner Cross-Functionally- Work closely with Sales to ensure a seamless handoff from close to onboarding.
- Share customer insights and product feedback with Product and Engineering to influence the roadmap.
- Partner with Marketing on customer stories, case studies, and reference programs.
Who You AreHigh Impact Attributes- People-centric: You're energized by working with others, and enabling customers to achieve their goals
- Hungry: Strong will to win; track record of exceeding retention and growth goals.
- Builder: You should be comfortable with creating onboarding, QBR, and renewal processes from scratch, rather than waiting for structure to be handed to you.
- Humble: Self-aware, team-first, open to feedback, and authentic in how you show up.
- Smart: Excellent writing and verbal communication, curiosity, and business acumen.
- Growth Mindset: Invests in personal development and takes initiative to upskill yourself and your team.
- Commercially minded: Treats renewals and upsells as an owned outcome, and comfortable making asks directly
- Customer-first mindset: Willing to go above and beyond for the customer
Experience- 8-10+ years in customer success, account management, or a related customer-facing role, with prior experience owning renewals and expansion revenue.
- Experience managing or mentoring direct reports, or clear readiness to step into people leadership.
- Thrives in high-pressure or fast-paced environments; early-stage startup experience a plus.
- Has worked with minimal oversight and shown strong ownership.
- Bonus: familiarity with research, insights, or B2B SaaS industries.
Why Join Strella- Opportunity to help define and scale the customer success function at a fast-growing startup, with a clear path to grow into a broader CS leadership role.
- Work directly with founders and GTM leaders; your impact will be visible and measurable.
- Build the playbooks and team structure from the ground up in a culture of curiosity, speed, and ownership.
- Competitive compensation with meaningful equity, benefits, and career growth potential.
If you're ambitious, curious, and ready to help build a category-defining company, we'd love to meet you!
