Collaborate with cross-functional teams to ensure seamless onboarding, product adoption, and ongoing success for each customer.
Proactively identify opportunities for growth and expansion within existing customer accounts.
Monitor and analyze customer health metrics, and develop action plans to address areas of concern.
Conduct regular business reviews with customers to assess their needs, identify areas for improvement, and provide strategic guidance.
Serve as the voice of the customer internally, providing feedback and insights to product, sales, and marketing teams.
Implement customer success best practices, processes, and tools to continuously improve efficiency and effectiveness.
Track and report on customer success metrics, ensuring visibility and accountability across the organization.
Bachelor's degree in a relevant field or equivalent experience.
8 years of experience in customer success, account management, or a related customer-facing role, preferably in a SaaS or technology environment.
Team leadership experience - 3+ years
Proven track record of building and maintaining strong customer relationships.
Exceptional communication, interpersonal, and problem-solving skills.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
Strong analytical skills and a data-driven mindset, with the ability to translate insights into actionable recommendations.
Familiarity with customer success tools and platforms (e.g., CRM, CS software).
Proven experience working with R&D groups, including development groups.
Passion for customer success and a commitment to delivering an outstanding customer experience.
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