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About the role
Key responsibilities & impact- Own day-to-day relationships for a book of 120+ SMB accounts representing approximately $2M in ARR
- Serve as the primary customer contact and keep customers informed, engaged, and successful on the platform
- Contribute ideas to dashboards and workflows tracking renewal timelines, health signals, engagement levels, and expansion indicators
- Drive pre-renewal customer outreach, lead renewal conversations, handle objections, and negotiate flat renewals and smaller expansions with leadership guidance
- Loop in Sales when meaningful expansion opportunities emerge
- Track and forecast the renewal book and proactively surface risks with mitigation plans
- Use product usage data and customer outcomes to demonstrate value
- Identify feature adoption and product expansion opportunities and flag signals to Sales
- Gather and synthesize customer feedback for Product and internal stakeholders
- Develop account management, commercial negotiation, and customer communication skills with senior CS teammates and the manager
Requirements
What you’ll need- Some experience in a customer-facing role, including internship work, customer service, sales support, retail, or similar experience building rapport and solving problems
- Comfort working with data and spreadsheets
- Ability to follow through and close the loop on commitments
- Clear written and verbal communication skills
- Interest in building a career in customer success
- Curiosity about renewals, contract structure, and communicating value to customers
- Based in the Denver, Colorado area
- Comfortable working remotely while participating in occasional in-person meetings and engagement with Denver-based stakeholders
- Resume or short listing of job history and skills required when applying
- Cover letter encouraged but not required
Benefits
Comp & perks- Commission plan eligibility
- Compensation package based on market location, expertise, skills, experience, internal equity, and applicable geographic location
- Fully distributed company culture
- Occasional in-person meetings and engagement with Denver-based stakeholders
- Mentorship from senior teammates
- Equal opportunity and disability accommodation support