Department: Customer Success
Reports to: Chief Customer Officer
Maximise customer value by driving engagement, product adoption, retention and commercial growth while acting as the strategic relationship owner following customer onboarding.
Develop strategic relationships with customer stakeholders.
Create and maintain Account Success Plans.
Drive platform adoption and customer value realisation.
Identify and close upsell, cross-sell and expansion opportunities.
Lead account reviews and executive business reviews.
Monitor customer health, risks and opportunities.
Support renewals and maximise Net Revenue Retention.
Maintain accurate CRM records and account plans.
NRR
GRR
Customer Retention
Expansion Revenue
Platform Adoption
CSAT & NPS
Customer Health
CRM Accuracy
Customer centric
Commercially minded
Relationship management
Strategic thinking
Communication
Organisation
Accountability
Solution focused
Enterprise SaaS Account Management experience.
Commercial growth experience.
HubSpot or CRM knowledge.
Stakeholder management.
Knowledge of SaaS adoption metrics.
Global mobility experience.
Enterprise customer portfolio.
High retention.
Growth in customer revenue.
Strong adoption.
Excellent customer satisfaction.
Accurate account governance.
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