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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer relationships and driving customer success within a SaaS environment, focusing on adoption, retention, and expansion. Proficient in utilizing Salesforce for managing renewals and forecasting customer health while leveraging AI to enhance workflows and automate processes.
Highest-signal resume keywords
Customer Relationship ManagementSaaS Customer SuccessSalesforce ProficiencyAI Workflow AutomationB2B SaaS Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer AdoptionRenewal ManagementExpansion StrategiesQuota ManagementBuilding AutomationsContract NegotiationData Management SolutionsBI/Analytics KnowledgeEnterprise Relationship DevelopmentUsage-Based Pricing
Soft Skills
Excellent Communication SkillsAdaptabilityStrategic Partnership BuildingProblem SolvingCustomer Advocacy
Tools & Technologies
SalesforceAI TechnologiesCloud TechnologiesAWS MarketplaceFinOps
Industry Keywords
SaaSCustomer JourneyC-Suite EngagementCustomer SatisfactionHigh-Growth Environment
Tech Stack
Tools & technologiesAWSCloud
About the role
Key responsibilities & impact- Own customer relationships and the customer journey from onboarding through renewal and expansion
- Drive customer adoption, retention, expansion, net revenue retention, low churn, and customer satisfaction
- Build relationships and serve as a strategic partner to customer stakeholders, including C-suite executives
- Carry and manage a book of 30 to 50 accounts
- Partner with Technical Account Managers on customer success plans, executive business reviews, and Joint Success Plans
- Work toward customers' SMART goals and make achieved ROI clear and defensible
- Identify and mitigate risk, manage renewals, and forecast customer health and revenue in Salesforce
- Own expansion opportunities and upsell motions, including full-cycle contract negotiations
- Partner with RevOps, Finance, and Deal Desk to structure, approve, and sign contracts on time
- Use AI to automate repeatable work and contribute developed workflows to the team
- Help manage escalations by keeping customers informed and connecting them with the appropriate teams
- Develop deep understanding of customer business problems and advocate internally with Product, Support, and other teams
- Collaborate with Sales, TAMs, Support, Product, and Engineering
- Report to the Manager of Customer Success
Requirements
What you’ll need- 5+ years in customer-facing roles within a SaaS company
- Proven success managing renewals, driving adoption, and leading expansion conversations
- Experience working against a quota or revenue-related KPIs
- Demonstrated personal adoption of AI in daily work, including rebuilt workflows and automations
- Comfort with consumption or usage-based pricing
- Working knowledge of Salesforce for opportunities, renewals, and expansions
- Excellent written and verbal communication skills
- Ability to articulate complex ideas clearly to technical and business audiences
- Skilled in building customer-facing assets such as success plans and value reviews
- Ability to thrive in a fast-paced, constantly evolving, high-growth environment
- Quick and highly adaptable learner
- Comfort working across time zones with distributed teams and customers in North America, Europe, and Latin America
- Willingness to travel as needed
- B2B SaaS experience
- Experience with enterprise relationship development
- Knowledge of cloud technologies and/or enterprise applications, BI/analytics, big data, data management solutions, or FinOps
- Experience building automations, skills, or agents
- Experience with AI and LLM spend or helping customers justify AI investment
- Experience selling or supporting through AWS Marketplace
Benefits
Comp & perks- Equity
- Commission
- Hybrid work model with in-office and remote flexibility
- Collaborative, fast-moving work environment
- Opportunities to work with cutting-edge technology
- Direct impact and ownership
- Growth opportunities at a scaling company