Responsibilities
- Manage the post-sale customer relationship lifecycle including onboarding, adoption, retention, renewals, and account growth
- Serve as the primary contact for customer relationship management and retention initiatives
- Lead renewal planning and execution, including risk assessment, stakeholder engagement, and contract discussions
- Identify and address customer adoption challenges to reduce churn risk
- Develop opportunities for account growth by identifying evolving customer needs and additional use cases
- Conduct strategic customer meetings focused on business value and solution alignment
- Partner cross-functionally with internal teams to support customer success initiatives
- Build relationships with customer stakeholders and decision-makers
- Conduct regular business reviews, usage discussions, and customer planning sessions
- Provide customer feedback internally to support product and service improvements
- Maintain accurate account activity and forecasting records within CRM systems
- Support revenue retention and account growth objectives
- Use customer engagement and usage trends to guide retention strategies
- Help improve customer success processes and operational best practices
- Collaborate with internal departments in a fast-paced growth environment
Experience
- 4+ years in Customer Success, Account Management, or related client-facing roles
- Experience supporting customer retention and account growth in a software or technology environment
- Experience managing multiple customer relationships simultaneously
- Ability to communicate effectively with leadership and business stakeholders
- Strong relationship management and problem-solving skills
- Experience working with cross-functional teams
- Strong written, verbal, organizational, and presentation skills
- Familiarity with CRM and customer engagement tools
- Ability to work independently in a dynamic environment
- Experience with technical or configurable software platforms preferred