About the Role
The consultant will work directly with clients to ensure they achieve their desired outcomes using the product, providing proactive support and driving engagement to reduce churn and increase retention.
Responsibilities
- Guide new clients through onboarding and initial setup processes
- Act as the primary point of contact for ongoing customer needs
- Monitor customer health and usage patterns to anticipate challenges
- Identify opportunities for product expansion within existing accounts
- Collaborate with support and technical teams to resolve issues
- Deliver regular check-ins and business reviews with clients
- Track and report on customer success metrics and KPIs
- Assist in creating customer onboarding and training materials
- Escalate technical problems to engineering when necessary
- Gather feedback to inform product improvements
- Maintain accurate records in the CRM system
- Support renewal processes by demonstrating product value
- Educate customers on best practices and new features
- Drive adoption and engagement across customer teams
- Coordinate with sales for upsell and cross-sell opportunities
- Respond to customer inquiries within service level agreements
- Manage customer expectations during implementation phases
- Conduct post-implementation follow-ups to assess satisfaction
- Monitor contract terms and renewal timelines
- Facilitate customer reference programs and case studies
- Promote customer advocacy and retention initiatives
- Stay updated on industry trends and competitive landscape
- Ensure compliance with data privacy and security standards
- Participate in internal process improvement efforts
- Support onboarding of high-priority client accounts
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with office and remote options
Team
Part of a growing customer success team focused on retention and expansion
Our Philosophy
We believe long-term customer success drives sustainable growth and shapes product direction through continuous feedback.
Growth Opportunities
High performers may advance into leadership roles within the customer success department or transition to strategic account management.
Not available for this position
