Serve as the primary interface between customers and internal teams to drive ROI.
Establish measurable success criteria and drive platform adoption.
Educate customers on new features and cross/upsell opportunities.
De-escalate issues with scalable solutions and proactive support.
Monitor customer health to protect renewals and expansion.
Build executive relationships with key stakeholders at Fortune 500 companies.

🎯 Requirements

2+ years in a CSM role; 5+ years in enterprise SaaS support.
Proven executive relationships with CISOs/CIOs at Fortune 500s.
Turn cross-functional inputs (Support, Product, Eng) into scalable solutions.
Soft skills for trust-building and de-escalation.
Strong analytical skills to review ROI and business value.
Experience with case management systems and CRMs (SFDC/JIRA).

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