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About the role
Key responsibilities & impact- Lead executive business reviews focused on performance results with C-level and operational stakeholders at enterprise clients
- Map the customer journey and identify operational efficiency bottlenecks that the platform can address
- Identify and execute consultative expansion opportunities, including upselling and cross-selling
- Monitor SMB portfolio metrics through playbooks and proactively intervene when risk signals emerge
- Anticipate churn risks based on NPS, CSAT, and product usage data, activating recovery plans as needed
- Coordinate with internal Support, Project, and Sales teams with a coordinator’s mindset
Requirements
What you’ll need- 3–5 years of experience in Customer Success, Account Management, or consultative B2B SaaS sales, preferably in technology, customer service platforms, or omnichannel environments
- Proven track record of expanding revenue within an account portfolio
- Experience managing enterprise accounts with multiple stakeholders
- Comfortable working with targets and variable compensation
- Knowledge of CRM systems, customer service platforms, NPS/CSAT, and executive presentations