About The Role
The role owns post-sale revenue: driving onboarding, adoption, retention, and expansion for B2B SaaS customers across a portfolio of mid-market and enterprise accounts.
Sitting at the intersection of product, support, and sales, the role directly influences net revenue retention — turning renewals into expansion opportunities and preventing churn before it starts.
Key Responsibilities
Own a portfolio of 30-50 SaaS accounts, managing renewals and hitting quarterly NRR targets
Run onboarding and activation programs, ensuring customers reach time-to-value within defined milestones
Conduct quarterly business reviews (QBRs) with stakeholders, presenting adoption metrics, ROI analysis, and success plans
Monitor product usage and health scores in tools like Gainsight or ChurnZero; proactively intervene on at-risk accounts
Identify upsell and cross-sell opportunities and partner with account executives to execute expansion plays
Serve as the voice of the customer internally, relaying feedback to product and influencing roadmap priorities
Maintain accurate CRM records in Salesforce and build account plans documenting risks, stakeholders, and growth paths
What We Are Looking For
3-6 years of customer success, account management, or client-facing SaaS experience
Track record of owning renewals and hitting retention or expansion quota
Hands-on experience with CS platforms (Gainsight, ChurnZero, Totango) and Salesforce
Strong data fluency: comfortable building adoption dashboards and presenting business reviews to executive stakeholders
Excellent communication and de-escalation skills in high-stakes customer conversations
Bachelor's degree in business, communications, or a related field, or equivalent experience
Bonus: experience selling into technical buyers, prior SDR/AE experience, or familiarity with APIs and product analytics tools