About the Role
This position leads the customer journey for commercial accounts by driving adoption, ensuring satisfaction, and identifying growth opportunities through proactive engagement and data-informed strategies.
Responsibilities
- Lead onboarding processes for new commercial clients to ensure rapid time-to-value
- Develop long-term relationships with key stakeholders in client organizations
- Monitor customer health metrics and intervene when risks to retention are detected
- Collaborate with cross-functional teams to resolve complex client issues
- Identify expansion opportunities within existing accounts
- Deliver regular business reviews outlining product usage and strategic recommendations
- Advocate for customer needs internally to influence product development
- Track and report on customer success KPIs including retention, satisfaction, and adoption
- Support renewal processes by ensuring clients achieve measurable outcomes
- Create customized success plans based on client goals and industry requirements
- Stay current on product updates and communicate value to clients
- Escalate technical or service issues with clear context and urgency
- Maintain accurate records of client interactions and account progress
- Contribute to process improvements within the customer success function
- Mentor junior team members through coaching and knowledge sharing
Compensation
Competitive salary with performance incentives and comprehensive benefits package
Work Arrangement
Hybrid or remote options available; flexibility based on location and role requirements
Team
Part of the customer success team focused on commercial clients, collaborating across support, sales, and product teams
Our Culture
- We prioritize trust, transparency, and accountability in every client interaction
- Team members are encouraged to take initiative and solve problems creatively
- Diversity of thought and inclusive practices are embedded in our daily work
Growth Opportunities
- Access to professional development resources and training programs
- Clear pathways for advancement within the customer success organization
- Opportunities to lead special projects and cross-team initiatives
Available for qualified candidates requiring work authorization
