Tech Stack

Description

You will independently manage strategic customer relationships, driving adoption, retention, and value delivery for mid-market and enterprise accounts. You'll lead success planning, mitigate risk, and collaborate cross-functionally to influence renewal and growth outcomes.

Requirements

• 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles
• Proven track record managing complex customer relationships, including executive-level stakeholders
• Strong communication, analytical, and problem-solving skills
• Technical familiarity with internet and networking technologies; experience with security products is a plus
• Proficiency in CRM and support tools such as Salesforce and Jira
• Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience

Responsibilities

• Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight
• Deliver outcome-oriented QBRs/EBRs and lead success planning
• Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments
• Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts
• Resolve complex escalations with timely, clear communication
• Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes
• Represent the customer voice internally, providing structured feedback to Product and other teams
• Support knowledge sharing and contribute to internal process development or mentoring