Key Responsibilities

Serve as the main point of contact for assigned customers, building and maintaining strong, long-lasting client relationships.
Assess and understand existing customer configurations, workflows, and data structures—identifying the best system configuration approaches to meet evolving customer needs.
Develop a deep understanding of each customer’s goals, business challenges, and success metrics.
Rapidly understand how a customer’s current system is configured.
Conduct regular check-ins and strategic calls to foster engagement and trust.
Drive platform adoption and ensure customers are utilizing key features to achieve ROI.
Monitor customer health metrics and proactively address risks.
Identify early signs of dissatisfaction and work cross-functionally to resolve issues.
Identify and nurture opportunities for expansion, including upsells.
Lead regular success reviews with key stakeholders to evaluate performance, outcomes, and future goals.
Analyze customer data to surface insights, trends, and opportunities for optimization.
Partner with customers to define measurable success metrics and report on progress.
Advocate for customer needs internally and contribute to product feedback loops.
Represent the company at customer sites, conferences, and strategic meetings (travel up to 25%).

Requirements

3+ years of experience in a customer-facing role, ideally in Customer Success, Account Management, Implementation, or a similar function.
A customer-obsessed mindset and a track record of helping customers achieve meaningful outcomes.
Proactive, curious, and continuously looking for ways to improve the customer experience.
Ability to translate business needs into technical and workflow requirements.
Exceptional communication and relationship management skills, with a demonstrated ability to engage, influence, and build trust with diverse stakeholders—including C-level executives.
Comfortable with ambiguity and change; able to create structure, make decisions, and move forward without perfect information.

Market-competitive compensation based on experience and ability, including significant equity option grants.
100% company-paid premiums for health, dental, and vision coverage, along with company contributions to your HSA.
2% 401(k) match.
Flexible time off policy.
100% paid family leave.
All-expenses-paid, in-person company offsites twice a year.