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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading complex customer implementations, ensuring successful onboarding, product adoption, and account management. Proficient in building strategic relationships and utilizing data-driven insights to enhance customer experience and drive retention.
Highest-signal resume keywords
Customer Experience ManagementComplex Customer ImplementationsCoaching and MentoringCRM and Integration FamiliarityData-Driven Customer Success
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SaaS ImplementationTechnical ConfigurationWorkflow Change ManagementAPIs and Webhooks UnderstandingProject Management
Soft Skills
Strong Written CommunicationExecutive PresenceProactive CommunicationBusiness JudgmentRelationship Building
Tools & Technologies
SalesforceHubSpotGainsightNotionTrelloAsana
Industry Keywords
BroadcastMediaAdvertisingSales TechnologyMulti-Stakeholder SaaS
About the role
Key responsibilities & impact- Lead customer implementations from sales handoff through launch, adoption, and transition into ongoing Partner Success
- Drive customers toward full implementation within 30 days of contract start
- Ensure milestones, prerequisites, integrations, training, and customer responsibilities remain on track
- Personally lead strategic, complex, or high-visibility implementations, including onsite install days and customer training
- Manage strategic customer relationships throughout the customer lifecycle
- Coach and support Partner Success Managers in implementation delivery, account management, customer communication, and issue resolution
- Ensure implementations meet Futuri standards, including product and CX QA before customer-facing training
- Own onboarding and stayboarding programs, including implementation sessions, training cadence, business reviews, feature adoption, and pre-renewal engagement
- Monitor product usage, account health, training activity, and customer engagement to identify and mitigate risk
- Build relationships with customer stakeholders across leadership and end-user teams
- Identify expansion opportunities and provide Sales with actionable context
- Partner with Sales on contract-to-implementation handoffs and resolve expectation, technical, or scope gaps
- Work with Product and Engineering on integration requirements, blockers, defects, and field feedback
- Maintain implementation status, customer activity, training history, account health, and escalation documentation
- Improve onboarding plans, training decks, quick-start guides, implementation documentation, and adoption resources
- Surface recurring customer challenges and adoption barriers to improve CX processes and product decisions
- Support account recovery plans for at-risk customers
- Travel regularly to customer locations for implementations, training, business reviews, and strategic engagements
Requirements
What you’ll need- 6+ years of experience in Customer Experience, Customer Success, Professional Services, SaaS Implementation, Account Management, or a related customer-facing function
- Experience leading complex customer implementations involving multiple stakeholders, technical configuration, integrations, or workflow change
- Experience coaching, mentoring, or directly managing customer-facing team members
- Ability to manage multiple concurrent customer projects while maintaining ownership of deadlines, dependencies, and next steps
- Strong understanding of customer onboarding, product adoption, account health, retention, and renewal strategy
- Technical comfort, ability to learn complex software quickly, troubleshoot customer issues, and work effectively with Product and Engineering teams
- Familiarity with CRM data structures and integrations, including Salesforce or HubSpot
- Working understanding of APIs, authentication, webhooks, data mapping, UAT, or similar integration concepts strongly preferred
- Experience using customer success, CRM, project management, or workflow platforms such as HubSpot, Salesforce, Gainsight, Notion, Trello, or Asana
- Strong written communication skills for customer documentation, implementation plans, status updates, and training materials
- Strong executive presence and ability to build credibility with senior leaders and connect with frontline users
- Data-driven approach to customer success using product usage, engagement, and account health information to prioritize action
- Comfortable operating in a fast-moving environment with continuously evolving processes
- Direct, proactive communication; raises risks early and follows issues through resolution
- Strong business judgment and ability to prioritize based on customer impact, revenue risk, and urgency
- Experience in broadcast, media, advertising, sales technology, or another multi-stakeholder SaaS environment is a plus
- Willing and able to travel regularly within the United States for customer engagements