The roleYou'll own a portfolio of customers end to end - their goals, their results, their renewal, and their growth. You're the person they call, and the person accountable for whether the engagement is working.
Our customers are marketing leaders adapting to how AI has changed the way buyers find them. They need a partner who can run the relationship, hold them to a plan, and tell them the truth about what's working.
We hire for the commercial and relationship instinct and we teach the search side. You'll get structured onboarding on SEO and AI search, our product and our methodology before you carry a book. The role will keep changing - the product is young and the market is younger - and we'd rather you came in wanting that.
What you'll ownStrategy- Set the direction for each account: what to do, in what order, and why. Bring a recommendation to every conversation.
- Translate search and AI search performance into business impact the customer's leadership recognizes.
Onboarding and adoption- Own onboarding from kickoff to first value, and hold the timeline. The first weeks are hands-on: you'll be in the work, not just managing it.
- Build the account plan - goals, success criteria, milestones - and drive adoption across the customer's whole team.
Account health and retention- Watch the health signals: usage, engagement, sentiment, stakeholder change.
- Run the save play when an account slips - root cause, plan, owner - and escalate to the people who can fix it.
Relationships and executive engagement- Multi-thread every account: champion, day-to-day users, economic buyer.
- Run quarterly business reviews that prove value and set the next commitment, and keep a current map of the customer's organization.
Renewal, expansion and voice of customer- Own the renewal forecast and the expansion pipeline across your portfolio, and build the business case behind both: what the customer gained, what it's worth, what comes next.
- Bring the customer's voice back to product and strategy as patterns, with evidence.
How we work- Momentum, not motion. We measure whether the customer's number moved.
- Drivers, not passengers. Chase the context, and raise problems with your thinking attached.
- Kind but clear, to the right person. Say the hard thing early, with care, to the person who owns it.
- Work in the open. Share the plan before, and the progress during.
What we're looking forMust-have- 5+ years in customer success, account management or engagement management in B2B SaaS or a high-touch agency, owning renewals and expansion.
- A track record on strategic or enterprise accounts - onboarding, adoption, health management, QBRs and save plays.
- Experience with marketing buyers. You understand how these teams are measured and how their budgets work.
- Executive presence. You've run business reviews and difficult conversations at VP and C-level.
- Real exposure to SEO and content - hands-on earlier in your career, or close enough to the work to hold a conversation with a practitioner. You don't need to be current. You do need somewhere to build from.
- You use AI tools in your own work every week, and can point to something you've built or changed because of them.
- Comfortable in a fast-moving environment where the product and the playbook are still taking shape.
Nice-to-have- Agency or consulting background managing multiple clients at once.
- Built processes, playbooks or health scoring from scratch.
- Experience coaching peers or raising the bar beyond your own accounts.
Perks: Fully Remote Work- Work from anywhere-your productivity, your space!
- We help set up your work environment to enable your best work.
- Minimal meetings and async communication for deep focus
Ample Time Off- Enablement for you to recognize your countries holidays
- We encourage you to take the time you need to recharge!
Professional Growth- We're an AI forward culture and work environment - Learn all things AI!
- Access to training, workshops & mentorship programs
- Support for external conferences & industry events
Collaborative Culture- Open communication & feedback-driven environment.
- Clear, concise communication is key to our success.
Work Visa: Applicants must have legal authorization to work in the country of residence. We are not able to provide employment visa sponsorship at this time.
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