Responsibilities
- Manage a large portfolio of customer accounts, using segmentation based on health, product usage, and growth potential to determine appropriate engagement strategies
- Develop and implement scalable outreach initiatives such as webinars, live support sessions, onboarding groups, in-app messaging, and email communications to support broad customer success
- Collaborate with customer success operations, marketing, and product teams to refine automated customer journeys from initial onboarding to renewal
- Create and maintain in-app guidance, lifecycle messaging, and self-service resources to improve customer independence and experience
- Track key adoption and health metrics across accounts and initiate targeted interventions when usage patterns indicate risk
- Lead renewal efforts for assigned accounts, ensuring accurate forecasting and timely execution of retention strategies to preserve recurring revenue
- Detect opportunities for expansion through product usage insights and generate sales pipeline using automated campaigns and brief direct interactions
- Develop, pilot, and refine standardized playbooks for onboarding, risk mitigation, and growth that can be reused across the customer success team
- Collect and analyze customer feedback, behavioral trends, and pain points to deliver structured input to product, engineering, and marketing teams
Responsibilities
Identify influential users within customer organizations and engage them as advocates, references, or contributors to case studies
