Description

You will lead adoption, value realization, and long-term partnerships across strategic enterprise accounts. You'll act as a trusted advisor, guiding customers through complex change and ensuring Observe.AI becomes embedded in their operating model.

Requirements

• 5-7 years of CSM experience for a SaaS solution
• Proven track record with enterprise-level customer accounts
• Strong understanding of SaaS business models and customer lifecycle
• Excellent communication, presentation, and interpersonal skills
• Data-driven, process-oriented, and able to thrive in fast-paced environment

Responsibilities

• Drive process change and product adoption through change management and executive relationships
• Monitor customer health and take data-driven actions
• Conduct Quarterly Business Reviews to demonstrate value
• Champion customer retention and partner on upsells
• Advocate for customer needs and educate on new features