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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer relationship management skills with a focus on retention, revenue protection, and account health. Capable of leading customer onboarding, driving product adoption, and effectively communicating technical concepts to diverse stakeholders.
Highest-signal resume keywords
Customer Relationship ManagementRevenue RetentionAccount ManagementFinancial AcumenB2B 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 RetentionRevenue ProtectionAccount Health ManagementCustomer OnboardingProduct AdoptionData AnalysisPerformance MetricsInvoice CollectionAccounts Receivable ManagementForecasting
Soft Skills
Effective CommunicationActive ListeningConflict ResolutionCollaborationPresentation Skills
Tools & Technologies
FrontHubSpotLookerCRM ToolsBusiness Intelligence Tools
Industry Keywords
B2BSaaSMarketplacePublishersGovernmentsLaw Firms
About the role
Key responsibilities & impact- Own the overall health, retention, and performance of an assigned book of business
- Lead implementation and onboarding of new accounts from sale through successful launch
- Develop customer relationships and serve as a trusted point of contact throughout the customer lifecycle
- Optimize customer revenue capture rates based on contracted value
- Maintain and drive revenue retention by identifying risks affecting customer or account revenue
- Improve customer feature adoption, engagement, and satisfaction
- Partner with internal teams to resolve customer issues and deliver commitments on time
- Assist with invoice collection and accounts receivable follow-up
- Maintain accurate account records, forecasts, and customer status updates
- Manage customer expectations regarding performance, billing, and account-related issues
- Achieve minimum 90% revenue retention, minimum 90% capture rate, and BoB utility below 10%
- Support resolution of outstanding invoices and manage Days Sales Outstanding
- Launch new accounts according to implementation timelines and standards
Requirements
What you’ll need- 3+ years Customer Relationship Management experience
- Proven ability to build trusted relationships, manage customer expectations, communicate effectively with diverse stakeholders, handle customer conflict, and maintain alignment and accountability
- Demonstrated experience managing and growing a book of business
- Strong understanding of customer retention, revenue protection, and account health
- Demonstrated financial and commercial acumen to manage accounts and identify growth opportunities
- Strong understanding of products and technology
- Ability to lead customer onboarding, drive product adoption, and translate technical concepts into clear language
- Comfortable using customer health metrics, usage data, and performance indicators
- Highly organized; able to manage multiple accounts and competing priorities while meeting milestones and deadlines
- Ability to understand customer business objectives, align goals with product capabilities, identify growth and expansion opportunities, and drive retention
- Excellent written and verbal communication skills, active listening abilities, presentation skills, and ability to navigate challenging conversations
- Ability to gather, synthesize, and communicate customer feedback and insights to internal teams
- Demonstrated ability to collaborate and influence across teams
- Experience in B2B SaaS or marketplace environments preferred
- Familiarity with Front, HubSpot, Looker, or similar CRM and BI tools preferred
- Experience working with publishers, governments, and law firms preferred
Benefits
Comp & perks- Performance bonus tied to upsells and rate of contracted revenue captured
- Equity participation in a high-growth, mission-driven company
- 401K with match
- Health, dental, vision, life, short-term and long-term disability insurance
- Flexible PTO
- Fully remote work environment