• Serve as the primary point of contact for a portfolio of customers, building strong, long-term relationships.

• Monitor customer usage and engagement, proactively addressing issues and providing support.

• Own and manage a portfolio of client accounts, including contract lifecycle management, renewal planning, CRM forecasting, and revenue tracking. Develop and execute account expansion strategies aligned with client goals and outcomes, identifying growth opportunities within the existing book of business.

Customer Support & Problem Resolution

• Respond to customer inquiries promptly and professionally, providing solutions and guidance.

• Collaborate with Business Development, Product, Client Fulfillment, and Support teams to resolve challenges and enhance the customer experience.

• Lead the Voice of Customer program by systematically capturing, analyzing, and synthesizing customer feedback. Translate insights into actionable recommendations, ensure cross-functional alignment with Product and internal stakeholders, and close the feedback loop by communicating updates and outcomes back to customers.

Retention & Advocacy

• Monitor customer success metrics, including churn rates and health scores, and develop strategies to retain at-risk accounts.

• Deliver exceptional service to foster customer loyalty and satisfaction.

• Encourage satisfied customers to become advocates through case studies, testimonials, and referrals.

• Own and manage a defined book of business, including CRM forecasting, renewal planning, contract lifecycle coordination, and revenue tracking. Identify, develop, and execute expansion strategies aligned with client objectives to drive long-term account growth and value realization.

Qualifications:

• Experience supporting Marketing, Demand Generation, Growth, or Revenue teams in B2B environments, with the ability to understand how customers drive (or funnel callouts of MQL, SQL, etc) pipeline, revenue, and ROI from marketing

• Minimum 4-5 years’ experience in a customer-facing role, preferably in SaaS, focusing on onboarding and customer success.

• Demonstrated ownership mindset over a book of business, with accountability for retention, expansion, and customer outcomes.

• Strong understanding of SaaS products and customer success best practices.

• Excellent verbal and written communication skills, able to convey complex information clearly.

• Proactive problem-solving mindset with a customer-centric approach.

• Comfortable using CRM systems, customer success platforms, and other relevant tools.

• Collaborative team player with strong organizational and time-management skills.