Tech Stack

Description

You will serve as the primary liaison between customers and internal teams, focusing on successful onboarding, adoption, and ongoing value delivery. You'll build strategic relationships, drive measurable outcomes through best practice adoption, and contribute feedback for product improvements.

Requirements

• 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, TAM, or support roles.
• Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level.
• Excellent communication, presentation, and organizational skills.
• Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience.
• Proficiency with CRM and case management tools such as Salesforce and Jira.
• Technical proficiency related to internet technologies, networking, and email security products.
• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience.

Responsibilities

• Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning.
• Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion.
• Understand customers’ industries, goals, and challenges to provide tailored recommendations and align stakeholders on success objectives.
• Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption.
• Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share insights.
• Maintain expert knowledge of the product roadmap and communicate relevant updates to customers.
• Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction.