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About the role
Key responsibilities & impact- Drive measurable value realization within the first 90 days post-sale, aligning onboarding outcomes to defined business KPIs
- Own renewal and expansion strategy, including cross-sell and upsell opportunities
- Drive Net Revenue Retention through product adoption, seat expansion, and multi-threaded engagement
- Build and manage renewal forecasts 90–120 days in advance
- Develop relationships with decision-makers, economic buyers, and operational leaders
- Enable internal champions with success plans, ROI articulation, and executive-ready materials
- Develop accounting-firm domain fluency and translate product capabilities into business outcomes
- Diagnose workflow inefficiencies and align product capabilities to measurable improvements
- Create and maintain Success Plans tied to customer KPIs and growth objectives
- Conduct executive-level business reviews
- Identify churn indicators using behavioral data, health metrics, and qualitative insight
- Develop save plans and contribute to scalable retention methodologies
- Partner with Sales on expansion strategy and complex renewal negotiations
- Collaborate with Implementation, Support, Education, Marketing, Product, and Engineering teams
- Translate customer insights into structured, data-backed product feedback
- Leverage AI-driven tools, usage analytics, dashboards, and insights to prioritize actions
Requirements
What you’ll need- Based in the US or Canada and experienced working within distributed, global teams
- 7+ years of experience in B2B SaaS, ideally within accounting or professional services software
- Proven track record of owning renewals and driving measurable expansion revenue within complex accounts
- Strong executive communication skills and ability to articulate ROI clearly and confidently
- Ability to manage a portfolio with commercial rigor, strategic depth, and disciplined prioritization
- Proficiency with CRM, Customer Success platforms, forecasting tools, and analytics systems
- Comfortable operating in a data-driven environment
- Strong program management capability across cross-functional stakeholders
- Willingness to travel periodically for strategic customer engagements and industry events
Benefits
Comp & perks- Up to 5 weeks paid vacation per year
- Fully employer-paid medical, prescription and paramedical coverage
- Fully employer-paid dental coverage
- Fully employer-paid vision coverage
- Fully employer-paid life insurance
- $500 a year healthcare spending account
- Flexible work hours
- Working from home allowance
- Generous parental leave
- Work with and learn from an experienced, high-performing team
- Promotion opportunities for high performers
- Collaborative, team-oriented culture
- Diversity, development investment, and consistent feedback