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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, with a strong focus on renewals, upselling, and developing effective onboarding and renewal processes. Proven ability to build relationships with key stakeholders and track account health metrics to drive retention and revenue growth.
Highest-signal resume keywords
Customer Success ManagementRenewal OwnershipUpselling StrategiesAccount Health MetricsB2B SaaS Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementRenewal ProcessesOnboarding DevelopmentBusiness ReviewsValue-Recap TouchpointsForecasting RiskMitigation PlanningPlaybook DevelopmentDashboard CreationCustomer Insights Sharing
Soft Skills
Excellent CommunicationCuriosityBusiness AcumenOwnershipAdaptability
Industry Keywords
Customer SuccessAccount ManagementB2B SaaSResearch InsightsStartup Experience
About the role
Key responsibilities & impact- Serve as the senior point of contact for Strella's key accounts
- Build trusted, long-term relationships with champions and executive stakeholders
- Develop a deep understanding of customers' research goals, use cases, and success criteria
- Proactively nurture accounts through check-ins, business reviews, and value-recap touchpoints
- Own renewal outcomes across the book of business
- Forecast risk early and build mitigation plans
- Identify and execute upsell and expansion opportunities, partnering with Sales
- Own retention and net revenue retention targets
- Develop repeatable playbooks for onboarding, adoption, QBRs, renewals, and expansion
- Establish account health metrics and scores and build dashboards to track them
- Continuously refine playbooks based on performance across the book of business
- Partner with Sales on handoffs from close to onboarding
- Share customer insights and product feedback with Product and Engineering
- Partner with Marketing on customer stories, case studies, and reference programs
Requirements
What you’ll need- 6 - 8+ years in customer success, account management, or a related customer-facing role
- Prior experience owning renewals and expansion revenue
- Thrives in high-pressure or fast-paced environments
- Early-stage startup experience is a plus
- Has worked with minimal oversight and shown strong ownership
- Familiarity with research, insights, or B2B SaaS industries is a bonus
- Excellent writing and verbal communication
- Curiosity and business acumen
- Must be comfortable creating onboarding, QBR, and renewal processes from scratch
- Must be commercially minded and comfortable making asks directly
- Must be authorized to work in the United States
- Willingness to go above and beyond for customers
Benefits
Comp & perks- Competitive compensation
- Meaningful equity
- Benefits
- Career growth potential
- Clear path to grow into a broader CS leadership role
- Opportunity to work directly with founders and GTM leaders
- Opportunity to build the customer success function, playbooks, and team structure from the ground up