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Department: Customer Success
Reports to: Chief Customer Officer
Role Purpose
Maximise customer value by driving engagement, product adoption, retention and commercial growth while acting as the strategic relationship owner following customer onboarding.
Core Responsibilities
- 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.
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Key Performance Indicators
- NRR
- GRR
- Customer Retention
- Expansion Revenue
- Platform Adoption
- CSAT & NPS
- Customer Health
- CRM Accuracy
Skills & Behaviours
- Customer centric
- Commercially minded
- Relationship management
- Strategic thinking
- Communication
- Organisation
- Accountability
- Solution focused
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Essential Experience
- Enterprise SaaS Account Management experience.
- Commercial growth experience.
- HubSpot or CRM knowledge.
- Stakeholder management.
- Knowledge of SaaS adoption metrics.
Preferred Experience
- Global mobility experience.
- Enterprise customer portfolio.
What Success Looks Like
- High retention.
- Growth in customer revenue.
- Strong adoption.
- Excellent customer satisfaction.
- Accurate account governance.
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