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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 and Account Management within a SaaS environment, focusing on customer engagement, retention strategies, and data analysis. Proficient in managing renewals, promoting best practices, and collaborating across departments to enhance customer experience.
Highest-signal resume keywords
Customer Success ManagementRenewal ManagementData AnalysisCommunication SkillsProject Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data LiteracyCustomer Behavior AnalysisContract Renewal ManagementCustomer Health ChecksNPS Survey Analysis
Soft Skills
Strong CommunicationOrganizational SkillsCollaborationIndependencePresentation Skills
Tools & Technologies
SalesforceChurnZeroBI DashboardsExcelCustomer Success Tools
Industry Keywords
SaaSB2BAI-Generated VideoContent CreationDigital Adoption
About the role
Key responsibilities & impact- Drive customer adoption of Elai to meet established SLAs
- Develop and execute enablement strategies embedding Elai into customer content creation workflows
- Track usage patterns and identify engagement or feature-adoption risks
- Promote best practices and support new feature adoption with Product and Customer Marketing
- Serve as primary operational and commercial contact for assigned Elai-only B2B accounts
- Own contract renewal cycles and execute renewal agreements before expiration
- Identify expansion opportunities and advise customers on increasing Elai usage
- Maintain target account retention rates supporting Global NRR
- Conduct customer health checks and business reviews with actionable recommendations
- Monitor warning signs and proactively re-engage at-risk accounts
- Run NPS surveys and analysis for Elai-only customers and lead follow-up actions
- Collaborate across departments to resolve blockers and renew customer confidence
- Build and maintain educational resources, including videos, guides, and documentation
- Draft and optimize customer engagement messaging and product updates
- Enable the Account Management team to position, sell, and support Elai
- Act as a subject matter expert in AI-generated video and video-based learning best practices
- Maintain account records, renewal forecasts, and risk assessments in Salesforce, ChurnZero, or company systems
- Report on portfolio health, renewal pipeline, and retention performance
- Partner with Account Management, Support, Product, and Marketing on customer engagement, escalations, roadmap input, success stories, references, and case studies
- Contribute to internal playbooks, process improvements, and team knowledge sharing
Requirements
What you’ll need- Professional working proficiency in English
- Bachelor's degree in Business, Education Technology, Data Analytics, or a related field
- 3-5 years of experience in Customer Success, Account Management, or a related customer-facing role in a SaaS business
- Proven experience managing renewals and commercial conversations with B2B customers
- Strong data literacy and ability to analyze customer behavior through Excel, BI dashboards, or CRM platforms
- Strong communication and presentation skills, with experience creating customer-facing resources
- Excellent organizational and project management skills
- Comfortable working in a fast-paced, collaborative, and remote-first environment
- Ability to work independently and as part of a collaborative team
- Must be legally authorized to work in your country of residence
- Preferred: Experience with AI video, generative AI, or content creation tools
- Preferred: Experience using Salesforce, ChurnZero, or similar Customer Success tools
- Preferred: Experience working with corporate L&D, training, marketing, or communications teams
- Preferred: Familiarity with video learning strategies, digital adoption best practices, or instructional design
- Preferred: Background in customer education, training, or content creation
Benefits
Comp & perks- Opportunity to work on impactful projects with a growing company
- Collaborative and supportive team environment
- Flexible work arrangements
- Contractor/vendor engagement with fees, payment schedule, notice period, and general terms set out in the Independent Contractor Agreement
- Ability to invoice for services rendered
- Independent contractor responsible for own taxes and benefits
- Confidentiality/IP/data handling policies
- Access to a human review option for applicants requesting non-automated review
- Reasonable adjustments for applicants with disabilities