Job Details

Experience Needed:2 To 5 Years

Career Level:Experienced (Non-Manager)

Education Level:Bachelor's Degree

Salary:Confidential

Job Categories:

• Business Development
• Customer Service/Support
• Operations/Management

Skills And Tools:

CommunicationCustomer Relationship ManagementProblem SolvingPresentation SkillsSaaS PlatformsTrainingAccount ManagementProduct Training

Job Description

Role overview

Act as a trusted advisor for our customers. Lead value-based conversations, guide onboarding and solution configuration, and ensure outcomes that grow accounts over time.

Key responsibilities

• Serve as the main point of contact for accounts, nurturing long-term relationships and ensuring success
• Lead onboarding and implementations: manage plans, guide configuration, and coordinate integrations or data migrations
• Proactively monitor account health; use data to anticipate risks, address concerns, and recommend optimization strategies
• Advocate for customer needs by capturing feedback and partnering with Product, Sales, and Support to drive improvements
• Create and deliver customer training, documentation, and webinars for new feature rollouts and ongoing engagement
• Identify expansion opportunities (upsell and cross-sell) that align with customer value and support sales goals
• Refine customer-facing processes, suggest workflow improvements, and contribute to internal enablement and system optimization

Success metrics

• Time-to-value and onboarding completion rate
• Product adoption and account health scores
• Gross and net revenue retention, renewal rate
• Expansion revenue and new ARR influenced
• NPS and CSAT

Job Requirements

Requirements

• Bachelor’s degree in Business, HR, or a related field
• 3+ years of experience in SaaS Customer Success or consultative software sales, ideally in HR tech or B2B platforms
• Proven project management and relationship-building skills across enterprise and SMB customers
• Data-driven mindset; adept at leveraging account health metrics for outreach, retention, and expansion
• Excellent communication and presentation abilities with a proactive, collaborative approach
• Proficiency with CRM tools and customer success platforms

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