🛠 Tech Stack

💼 About This Role

You'll own the post-handover customer journey for a B2B SaaS product, driving renewal readiness and expansion identification. You'll enforce CX Scorecard discipline across a portfolio of Enterprise and Mid-Market accounts. You'll lead a team of Customer Success Managers to improve Time to First Value and reduce churn.

🎯 What You'll Do

• Own post-handover customer journey for direct accounts from onboarding through renewal and expansion.
• Maintain live CX Scorecard for every account across all five dimensions.
• Initiate renewal planning 90 days before contract end and build outcome-based business cases.
• Manage, develop, and coach 4-5 Customer Success Managers.

📋 Requirements

• 5+ years in Customer Success or related post-sale B2B SaaS role with ownership of renewals and NRR.
• Experience leading or mentoring Customer Success Managers.
• Executive communication skills and credibility with senior customer stakeholders.
• Ability to use data and customer health signals to drive intervention and decisions.

✨ Nice to Have

• Familiarity with records management or information governance.
• Experience with CS platforms like Gainsight or Totango.
• Exposure to AI governance or enterprise risk controls.

🎁 Benefits & Perks

• 🏖️ Flexible work arrangements
• 👶 Generous paid parental leave
• 🏖️ 4 weeks annual leave
• 📈 Employee Share Options