Optimization Manager

Responsibilities

• Own retention and expansion outcomes for a portfolio of 150+ Tier 1 and Tier 2 accounts.
• Review, override, escalate, and close AI-generated success plans for high-risk accounts through signed, customer-acknowledged optimization plans.
• Close save commitments and renewal decisions for at-risk accounts, with attributable retention results logged separately.
• Pitch and close upsell and cross-sell opportunities surfaced by ChurnZero and Salesforce.
• Lead live optimization sessions, diagnose workflow gaps, recommend solutions, and secure customer sign-off.
• Negotiate discounts and product swaps within approved playbooks and escalate exceptions.
• Escalate cross-functional issues to Product, Engineering, or Support with clear urgency and business impact.
• Validate ChurnZero health scores, success plans, and automated SBR/ROI drafts before they reach customers.
• Periodically travel for work and maintain high-quality virtual interactions in a remote-first environment.

Success Metrics

• Score and prioritize the full 150+ account portfolio using the refined ChurnZero health model.
• Secure signed optimization plans for the highest-risk accounts and track attributable retained ARR.
• Track outcomes for expansion opportunities, including wins, losses, and active sales-pipeline opportunities.
• Improve speed to signed plans and maintain live optimization plans on a defined refresh cadence.
• Identify and correct inaccurate automated recommendations or reporting drafts before customer delivery.

Requirements

• Bachelor’s degree or equivalent experience.
• 5+ years in customer success, account management, or a consultative customer-facing revenue role.
• Experience owning retention or expansion outcomes for a defined book of business.
• Ability to make commercial decisions within an approved playbook and recognize when to escalate exceptions.
• Ability to lead diagnostic customer conversations and deliver appropriate recommendations.
• Experience identifying and correcting inaccurate analyses before delivery.
• Ability to manage escalations with Product, Engineering, or Support through resolution.
• Ability to learn unfamiliar systems quickly, including Salesforce and ChurnZero.
• Comfort using or learning AI-supported tools such as ChatGPT, Copilot, or role-specific tools.
• Strong analytical, problem-solving, judgment, and creative solution-design skills.
• Ability to thrive in fast-paced, high-growth, evolving environments.
• Ability to work effectively in a remote-first environment.

Benefits

• Competitive compensation.
• Health, dental, vision, and other benefits.
• Autonomy and support from an experienced team.
• Opportunities to work on strategic company priorities and learn from investors and advisors.