About The Role
The role owns a book of mid-market and enterprise SaaS accounts post-sale: driving onboarding, adoption, renewals, and expansion for a cloud data-integration platform used by technical and business teams daily.
You are the customer's strategic partner and internal advocate — translating usage data and product feedback into outcomes that drive retention, NRR growth, and referenceable relationships.
Key Responsibilities
- Own a portfolio of 20-30 accounts with full accountability for renewal rates, net revenue retention, and expansion pipeline
- Run structured onboarding programs, coordinating with implementation engineers on API configurations, data pipelines, and success plans
- Monitor product usage and health scores via tools like Gainsight or ChurnZero; proactively intervene on at-risk accounts with documented save plans
- Lead quarterly business reviews for stakeholders from admins to VP-level, presenting adoption metrics, ROI summaries, and product roadmaps
- Identify upsell and cross-sell opportunities and hand off qualified expansion leads to account executives
- Serve as the voice of the customer, channeling product feedback and escalations to product and engineering teams
- Maintain accurate account records, renewals forecasts, and risk logs in Salesforce
What We Are Looking For
- 3-6 years of customer success, account management, or client-facing experience in B2B SaaS
- Track record managing a book of business with measurable retention or NRR results
- Comfortable discussing technical concepts — APIs, data flows, integrations — with both engineers and executives
- Hands-on experience with CS platforms (Gainsight, ChurnZero) and Salesforce or HubSpot
- Strong presentation and written communication skills; experience running QBRs and executive meetings
- Bachelor's degree or equivalent practical experience
- Bonus: experience in data infrastructure, integration, or analytics products; formal CS methodology training; familiarity with SQL or BI dashboards for customer reporting
