Partner with customers at key moments to understand needs and coach them to reach goals.
Identify expansion opportunities and negotiate renewals.
Use internal tools to monitor customer health, usage metrics, and progress.
Connect with customers when engagement declines, nurturing usage and mitigating risk.
Deliver account reviews and share trends with leadership and cross-functional teams.
Collaborate across teams to ensure a smooth journey and inform product/content.

🎯 Requirements

Proven experience in customer success or CRM role in SaaS.
Easily builds rapport with customers and teams.
Track record of expansions and renewals.
Data-driven, analytical with process orientation.
Able to explain technical terms in non-technical terms.
Collaborative, flexible, and customer-focused.

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