Job Description
Key Responsibilities
- Scaled Customer Portfolio & Digital Success Leadership
- Own the health, retention, and growth of a large portfolio of B2B SaaS customers
- Monitor product usage data, engagement signals, and health indicators to proactively identify risks and growth opportunities
- Design and implement scalable engagement strategies, lifecycle programs, and digital workflows to support a broad customer base
- Track, analyze, and optimize key success metrics including adoption, retention, expansion, and overall customer value
- Act as a trusted advisor at scale, helping customers realize measurable business outcomes from the platform
- Account Strategy & Long-Term Value Creation
- Develop a deep understanding of customer business priorities, operational challenges, and strategic goals
- Build and execute success plans aligned to customer objectives that drive long-term retention and account growth
- Identify opportunities for automation, new use cases, and deeper platform adoption that expand business impact
- Surface early risk signals and lead structured mitigation strategies to protect customer value and retention
- Strategic Partnership & Stakeholder Influence
- Connect platform capabilities to customers’ strategic initiatives, transformation efforts, and operational goals
- Own the account narrative, including the current state, future roadmap, and long-term vision for success
- Build strong relationships with cross-functional stakeholders across business, technical, and executive teams
- Position the company as a strategic partner and advisor rather than simply a software vendor
- Value Communication & Operational Accountability
- Use data-driven insights and storytelling to demonstrate impact, progress, and return on investment
- Maintain forward momentum through structured planning, clear action plans, and measurable outcomes
- Hold customers and internal teams accountable to commitments, timelines, and success milestones
- Proactively remove blockers, escalate when necessary, and bring clarity to complex or ambiguous situations
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