Offer summary

Qualifications:

Experience with customer success platforms like Gainsight or Hubspot., Strong communication and relationship management skills., Proficient in data analysis and reporting., Deep understanding of SaaS business models and customer lifecycle management..

Key responsabilities:

Own customer relationships during onboarding and throughout the engagement.

Guide new customers and conduct regular check-ins to assess value.

Lead renewals and uncover upsell/cross-sell opportunities.

Gather customer feedback to influence product improvements and advocate for customer needs.

Job description

You are a customer-focused professional with experience managing and growing client relationships in a fast-paced environment. You proactively address customer needs, drive engagement, and collaborate cross-functionally to maximize value. Skilled in renewals, upselling, and problem-solving, you anticipate challenges and ensure long-term customer success.

What You’ll Be Doing

Customer Relationship Management – Own customer relationships during onboarding and throughout, ensuring engagement and long-term success.

Onboarding & Business Reviews – Guide new customers and conduct regular check-ins to assess value and identify opportunities.

Renewals & Expansion – Lead renewals and uncover upsell/cross-sell opportunities.

Churn Prevention – Proactively mitigate risks by addressing concerns early and implementing solutions.

Product Expertise & Training – Stay updated on product changes and ensure customers maximize platform usage.

Customer Feedback & Advocacy – Gather insights to influence product improvements and advocate for customer needs.

Escalation Management – Work cross-functionally to resolve issues quickly and effectively.

Operational Excellence – Maintain accurate data in Gainsight, follow processes, and provide timely customer support.

Collaboration & Influence – Partner with product, sales, and support teams to drive customer success and business impact.

What We’re Looking For

Experience with customer success platforms like Gainsight, Hubspot, or similar tools

Strong communication, relationship management and customer engagement skills

Confident presenter with the ability to convey insights effectively

Skilled in problem solving and critical thinking to navigate customer challenges

Self driven with a strong ability to recognize and address churn risks early

Proficient in data analysis and reporting, translating insights into actionable strategies

Strategic in managing multiple accounts, ensuring engagement and long-term success

Deep understanding of SaaS business models and customer lifecycle management

Expertise in upselling, cross-selling, and renewal strategies to drive revenue growth

Knowledgeable in customer feedback processes and their role in product and service improvements

Able to collaborate across teams (product, sales, support) to enhance customer successFlexible and adaptable in a fast-paced environment, responding to evolving business needs

Customer advocate who balances client priorities with business objectives

Required profile