Manage a defined book of business by improving retention, reducing churn, identifying expansion opportunities, and closing upsell and cross-sell deals. Build executive-level client relationships, monitor customer health and adoption, mitigate renewal risks, and contribute to revenue growth through consultative account management.
Job Type: Full-Time
We are seeking a strategic, customer-centric professional to drive retention, expansion, and executive engagement across a defined book of business. In this role, you will be responsible for reducing churn, identifying and closing expansion opportunities, and cultivating strong relationships with senior-level stakeholders to ensure long-term customer success. You’ll blend proactive risk management with a consultative sales approach, serving as a trusted advisor to our clients while contributing to overall revenue growth and strategic account health.
#LI-REMOTE
Key Responsibilities
- Customer Retention & Risk Management
- Execute strategies to improve gross retention (reducing churn) and net retention (expansion growth).
- Proactively identify and mitigate at-risk accounts, ensuring long-term customer success.
- Monitor customer health scores, product adoption, and renewal risks.
- Upsell & Expansion
- Identify, qualify, and close upsell and cross-sell opportunities within a defined book of business.
- Effectively manage the upsell pipeline, ensuring a formalized sales process is followed.
- Add revenue to the overall book of business through existing customer growth.
- Executive-Level Customer Communication
- Build and maintain high-level relationships with customer executives to ensure alignment on strategic goals.
- Ensure consistent communication with customer executives to strengthen long-term partnerships.
Qualifications and Experience
- 3+ years of experience in account management, customer success, or sales, with a track record of managing and growing customer relationships.
- Experience selling to and building relationships with C-suite executives and senior-level decision-makers.
- Experience working in a SaaS or subscription-based business.
- A consultative approach to customer relationships, with the ability to uncover business needs and connect them to the right solutions.
- Strong communication and relationship-building skills, with the ability to influence stakeholders and navigate complex, multi-stakeholder organizations.
- Experience leveraging CRM systems (Salesforce preferred), customer success metrics, and account data to identify trends, risks, and growth opportunities.
- A track record of identifying and driving expansion opportunities within existing accounts.
- Experience developing and executing strategic account plans
Benefits:
-Work from anywhere within the US for most roles
-Competitive Salary
-Medical, Dental, and Vision Insurance
-Flexible PTO
-401K - 100% vested with ~4% match
-12 Paid Holidays
-Company Laptop
-Reimbursement for home office expenses
-Employee Referral Bonuses
-Short-Term and Long-Term Disability Insurance
-FSA & HSA Options
-Life Insurance
-Personal and Professional Development
-Employee Assistance Program (Mental Health)
-Parental Leave + baby bonus
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