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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success strategy, focusing on onboarding, retention, and growth across customer segments. Proven ability to analyze customer health metrics and drive net revenue retention through effective leadership and process development.
Highest-signal resume keywords
Customer Success StrategyNet Revenue Retention (NRR)Onboarding Program DesignAnalytical SkillsCS/CRM Tooling 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
Retention TargetsChurn Risk IdentificationCustomer Health MetricsQBR CadencesCSAT/NPS TrackingProcess DevelopmentAccount ManagementCustomer Journey ManagementExecutive Stakeholder EngagementData Analysis
Soft Skills
Excellent CommunicationLeadershipInfluencing SkillsBuilder's MindsetPresentation Skills
Tools & Technologies
GainsightSalesforceHubSpotCS/CRM Tooling
Industry Keywords
B2B SaaSCustomer SuccessEnterprise ITKnowledge ManagementWorkplace Productivity
About the role
Key responsibilities & impact- Define and own the customer success strategy, including onboarding, adoption, health scoring, renewals, and expansion/upsell motions
- Own retention and net revenue retention (NRR) targets and identify churn risk early
- Design and implement scalable onboarding programs
- Partner with Sales on renewals and expansion opportunities
- Partner with Product on the customer feedback loop
- Establish customer health metrics, QBR cadences, and playbooks for SMB through enterprise account segments
- Serve as executive sponsor for key strategic accounts
- Report CS performance, including retention, NRR, CSAT/NPS, and adoption, to company leadership
- Champion the voice of the customer internally and influence product roadmap and go-to-market decisions
- Build and lead the customer success function responsible for onboarding, retention, and growth across the customer base
- Own the end-to-end post-sale customer journey from onboarding and adoption through renewal and expansion
Requirements
What you’ll need- 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company
- 2+ years in a leadership role
- Track record of owning retention/NRR targets and building repeatable CS processes from the ground up
- Experience with mid-market and enterprise customers, including executive stakeholders
- Strong analytical skills and experience tracking NRR, churn, CSAT/NPS, and adoption
- Excellent communication skills and experience presenting to internal leadership and external customer executives
- Builder's mindset; comfortable creating structure and process in a growing organization
- Experience with CS/CRM tooling such as Gainsight, Salesforce, HubSpot, or similar
- US-based applicant
- Legally authorized to work in the United States
- Bonus: experience in enterprise IT, knowledge management, or workplace productivity SaaS
Benefits
Comp & perks- Top-tier Medical, Dental, and Vision benefits, including FSA
- Life Insurance, AD&D, STD, and LTD benefits
- EAP and monthly wellness stipend for your physical and mental health
- 401(k) retirement plan
- Paid Holidays, including a Winter Break
- New hire stipend to cultivate a better work environment
- All expenses paid company off-sites
- Free lunch biweekly at Company meetings
- Learning & Development benefits
- MacBook Pro or equivalent laptop
- Hybrid schedule to manage personal obligations
- Flexible remote work environment