RequirementsOwn Your Book of Business
- Manage a portfolio of B2B accounts, serving as the primary point of contact and trusted advisor throughout the customer lifecycle.
- Build and maintain strong executive and champion-level relationships within each account.
- Deliver regular business reviews that tie product usage to customer outcomes and business value.
Drive Retention & Flag Churn Risk
- Monitor account health signals - usage trends, support tickets, stakeholder changes - and proactively intervene before risk escalates.
- Maintain an accurate, up-to-date view of renewal likelihood across your portfolio at all times.
- Develop and execute mitigation plans for at-risk accounts in collaboration with sales and leadership.
Expand Revenue
- Identify organic expansion opportunities - new use cases, additional seats, or adjacent products - and partner closely with Account Executives to execute upsell and cross-sell motions.
- Build multi-threaded relationships within accounts to reduce single-point-of-failure risk and uncover new growth opportunities.
Influence Product
- Aggregate and synthesize customer feedback into clear, prioritized product insights for the Product and Engineering teams.
- Act as a customer advocate internally - bring the voice of the customer into roadmap discussions, QBRs, and sprint reviews.
- Close the loop with customers when their feedback has influenced product decisions.
What We're Looking For- Experience in customer success, account management, or a related post-sales role in B2B SaaS or technology - ideally with some exposure to an early-stage or high-growth environment.
- A bias toward action: you don't wait for perfect information to move, you close the loop fast, and you iterate without being asked.
- Scrappy and resourceful - when there's no playbook, you write one. When the tool doesn't exist, you find a workaround. You build the plane while flying it.
- Exceptional attention to detail: your CRM is always current, your follow-ups never slip, and your customers notice.
- Comfortable with ambiguity and change - our product, processes, and priorities will evolve, and you'll evolve with them rather than waiting for things to settle.
- Strong analytical mindset - you're comfortable digging into usage data, building account health models, and presenting findings clearly.
- Clear, confident communicator - written and verbal - who can engage comfortably at the C-suite level.
- Natural collaborator who works effectively across Sales, Product, Support, and Engineering with low ego and high output.
We hire remotely across US time zones.
Benefits- Medical, dental, and vision (US)
- 401k (US)
- Target 4 weeks PTO
