Responsibilities

• Own the long-term health and retention of a portfolio of larger accounts, including brands and agencies.
• Develop and maintain relationships with multiple stakeholders, from day-to-day users to executive sponsors.
• Collaborate effectively with the Account Manager and Onboarding team to ensure seamless transitions and ongoing support.
• Identify opportunities for growth within existing accounts by understanding customer needs and aligning our solutions to meet those needs.
• Monitor customer engagement and product usage to proactively address any concerns and drive satisfaction.
• Provide strategic insights to customers based on product functionality and industry trends to enhance their experience.
• Develop and deliver training sessions tailored to specific customer needs to ensure successful adoption of our products.
• Gather and analyze customer feedback to inform product development and improve service delivery.
• Work closely with internal teams to advocate for customer needs and drive continuous improvement.
• Prepare regular reports on account status, including retention metrics and customer satisfaction scores.

Requirements

• Bachelor's degree in business, marketing, or a related field.
• Proven experience in a customer success, account management, or related role, preferably within a technology or SaaS company.
• Strong understanding of customer success metrics and strategies for retention.
• Excellent interpersonal and communication skills, with the ability to build relationships at all levels.
• Proficiency in using analytics tools and CRM software.
• Demonstrated ability to manage multiple projects and clients simultaneously.
• Problem-solving skills and the ability to think strategically to meet customer needs.
• Passion for helping customers achieve success and a commitment to delivering exceptional service.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health benefits, including medical, dental, and vision coverage.
• Generous vacation policy and paid time off.
• Opportunities for professional development and career growth.
• A collaborative and inclusive work environment that values innovation and teamwork.
• Flexible working arrangements, including remote work options.
• Access to wellness programs and resources to support work-life balance.