💼 About This Role

You'll drive retention and expansion for commercial agency customers at a leading SaaS platform for PR and communications. You'll own the full customer lifecycle from onboarding through renewal and identify growth opportunities.

🎯 What You'll Do

• Serve as primary contact for commercial agency customers, retaining and growing book of business
• Meet with customers to provide product expertise and strategic recommendations
• Own full customer lifecycle including onboarding, adoption, renewal, and expansion
• Forecast renewals and expansion revenue with high accuracy
• Identify and close expansion opportunities (users, licenses, add-ons)

📋 Requirements

• 3-4+ years experience in Customer Success or Account Management in B2B SaaS
• Proven experience owning a revenue target (retention and/or expansion)
• Experience managing complex renewal cycles and driving expansion
• Ability to leverage data (usage, adoption, engagement) to inform strategy

✨ Nice to Have

• Experience working with agency customers or similar client types
• Experience with contract management and negotiation
• Executive presence and ability to build relationships across stakeholders

🎁 Benefits & Perks

• 🏠 Remote Work Forever - fully distributed team with permanent remote setup
• 💻 Home Office Stipend and phone/internet reimbursement
• 🏖️ Flexible PTO (implied by culture, not explicitly stated)
• 💰 Competitive Compensation with geo-neutral pay and equity opportunities
• 🩺 Comprehensive Health - medical, dental, vision, disability, life insurance

📨 Hiring Process

Estimated timeline: 3-5 weeks

1. 1Intro call with Talent Team· 30 min
2. 2Video interview with Hiring Manager· 60 min
3. 3Live working session· 60 min
4. 4Panel interviews with executive team· 60 min