Customer Success Representative

We're looking for a Customer Success staff who is passionate about delivering exceptional customer experiences while driving commercial growth.

In this role, you'll own a portfolio of customers, helping them maximize the value of our platform, accelerate product adoption, and achieve measurable business outcomes. You'll build trusted relationships with key stakeholders, uncover expansion opportunities, reduce churn, and turn satisfied customers into enthusiastic advocates.

This role is ideal for someone who enjoys building scalable customer success programs and leveraging technology, automation, and repeatable playbooks to deliver outstanding customer experiences efficiently.

What You'll Do

• Manage and grow a portfolio of customers, building long-term trusted relationships and becoming their strategic advisor.

• Drive customer onboarding and ensure customers successfully adopt and optimize the platform to meet their operational and regulatory requirements.

• Proactively identify opportunities to expand customer value by introducing new teams, use cases, business units, or locations.

• Balance customer advocacy with commercial outcomes, championing customer needs while aligning expectations with our product roadmap.

• Monitor customer health through product usage, engagement, feedback, and business outcomes to proactively mitigate churn.

• Increase product adoption, customer satisfaction, retention, and advocacy across your portfolio.

• Lead contract renewals and identify opportunities to grow account revenue through upsell and cross-sell initiatives.

• Collaborate closely with Customer Delivery, Product, Sales, and senior leadership to ensure customers achieve long-term success.

• Develop scalable customer engagement strategies using automation, playbooks, and best practices to efficiently support a growing customer base.

What We're Looking For

• 2+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role.

• A proven track record of driving customer adoption, retention, expansion, and advocacy across a portfolio of customers.

• Strong commercial acumen with demonstrated success in growing customer revenue while maintaining high customer satisfaction.

• Excellent relationship-building and stakeholder management skills, with the ability to become a trusted advisor to customers.

• Highly organized and detail-oriented, with exceptional communication, responsiveness, and execution. You're someone who stays ahead of renewals, follows through on commitments, and keeps customers informed every step of the way.

• A proactive problem solver who can quickly break down complex customer challenges and coordinate solutions across multiple teams.

• Experience using customer success platforms, CRM systems, and data to proactively manage customer health and identify growth opportunities.