General Job Template

Responsibilities

• Serve as the primary point of contact for a portfolio of customers, managing post-sale relationships and ensuring positive client experiences.
• Build trusted relationships with key stakeholders and act as a strategic partner and advocate for their business objectives.
• Guide onboarding, training, and ongoing support to drive product adoption and usage.
• Monitor customer health, identify risks, and develop retention action plans.
• Conduct business reviews, performance reporting, and value demonstrations for customers and executive stakeholders.
• Collaborate with sales, product, support, and executive teams to maximize customer value.
• Identify upsell and cross-sell opportunities in partnership with account management.
• Gather customer feedback to inform product improvements and business strategy.
• Maintain accurate records of customer interactions, health metrics, and account plans.
• Coordinate resolution of complex customer issues with support, product, and engineering teams.
• Champion innovation in customer engagement models and value creation.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 8+ years of experience in customer success, account management, or a related field, preferably in B2B technology, fintech, or SaaS.
• Proven ability to build and manage customer relationships and act as a trusted advisor.
• Strong written and verbal communication skills.
• Ability to interpret customer data, identify trends and risks, and drive action.
• Project management and organizational skills, including the ability to manage multiple projects and shifting priorities.
• Technical aptitude to understand and explain complex solutions.
• Strong collaboration and relationship-building skills across cross-functional teams.
• Adaptability, creativity, and a proactive approach to challenges.