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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, satisfaction, and retention. Proficient in utilizing CRM platforms to drive adoption and measure account health metrics.
Highest-signal resume keywords
Customer Success ManagementSaaS ExperienceCRM ProficiencyRelationship ManagementProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SuccessAccount ManagementClient ServicesUtilization MetricsRenewal-Risk MetricsBusiness ReviewsValue RealizationTraining DeliveryProactive OutreachContinuous Improvement
Soft Skills
Exceptional CommunicationRelationship ManagementHighly OrganizedAdvocacyCollaboration
Tools & Technologies
HubSpotSalesforceGainsightChurnZero
Industry Keywords
Public SectorEnterprise CustomersCustomer EngagementCustomer AdvocacyCustomer Retention
About the role
Key responsibilities & impact- Own the customer relationship post-implementation as the primary contact for engagement, adoption, and value realization
- Partner with customers to understand business goals, workflows, and challenges and translate them into actionable success plans
- Drive platform adoption and expansion through best practices, training, and proactive outreach
- Monitor account health using utilization, satisfaction, and renewal-risk metrics
- Coordinate remediation or escalation when needed
- Collaborate cross-functionally with Support, Product, and Implementation teams
- Lead quarterly business reviews to showcase value, highlight outcomes, and align on opportunities
- Champion the Voice of the Customer to influence product enhancements and roadmap priorities
- Ensure renewals through customer satisfaction, advocacy, and referenceability
- Serve as a trusted advisor and advocate for customers
- Partner with Technical Support, Professional Services, Product, Engineering, and Sales to deliver an effortless customer experience and drive retention and growth
Requirements
What you’ll need- Must be within driving distance of NJ for customer site visits 1 day a week; NJ, eastern PA, DE, NY, MD only need apply
- Bachelor’s degree or equivalent experience preferred
- 3+ years of experience in Customer Success, Account Management, or Client Services in a SaaS company required
- Experience supporting government, public sector, or enterprise customers required
- Exceptional communication, relationship management, and problem-solving skills required
- Proficient in CRM or customer success platforms such as HubSpot, Salesforce, Gainsight, or ChurnZero
- Highly organized with the ability to manage multiple clients and priorities simultaneously
- Passionate about customer outcomes and continuous improvement
- Track record of 95% GRR and 110% NRR preferred
- Must submit a resume and cover letter
Benefits
Comp & perks- Competitive salary
- Unlimited PTO
- Flexible working hours and remote work options
- Comprehensive health, dental, and vision insurance
- Professional development opportunities and learning budget
- Home office and IT budget
- Supportive team environment
- The chance to work on innovative projects with cutting-edge technologies
- Opportunities for career growth