Customer Success  

What You’ll Be Doing:

• Develop and maintain strong relationships with assigned customer accounts
• Create and execute customer onboarding plans tailored to specific business needs
• Monitor customer health metrics and proactively address potential issues
• Conduct regular check-ins and business reviews with key stakeholders
• Collaborate with internal teams (Sales, Product, Support) to resolve customer challenges
• Identify upsell and cross-sell opportunities within existing accounts
• Document customer feedback and share insights with product teams
• Drive product adoption and usage across customer organizations
• Develop strategies to increase customer lifetime value
• Ensure successful renewals of contracts and subscriptions

How Your Success is Measured:

• Customer Retention Rate: Percentage of customers who renew their contracts (above 90% annually)
• Customer Satisfaction Score (CSAT): Measure of customer happiness with service provided (above 70% annually)
• Product Adoption Rate: Percentage of features being actively used by customers
• Customer Health Score: Maintain a composite metric of engagement, usage, and satisfaction at a Good/Excellent rate
• Onboarding Completion Rate: Percentage of customers successfully completing implementation (above 80% annually)

• Experience in customer success or account management roles within SaaS companies (preferred)
• Strong communication and presentation skills
• Problem-solving mindset with ability to navigate complex customer situations
• Project management capabilities to handle multiple accounts simultaneously
• Data analysis skills to measure and report on customer metrics (using Tableau)
• Technical aptitude to understand product functionality and explain value proposition