Minimum Qualifications
- 2-4 years of experience in Client Success, Account Management, or a client-facing commercial role, with ownership of a defined portfolio and responsibility for retention and growth.
- Proven ability to manage a diverse account portfolio by prioritizing effort toward at-risk accounts, strategic milestones, and high-value client interactions.
- Proficiency with at least one CRM or client success platform (e.g. HubSpot, Zendesk, or equivalent) at operational depth, including account reporting, health tracking, and workflow management.
- Strong client communication skills, with the ability to build trust through consistent follow-through, manage commercial negotiations, and translate product issues into clear resolutions.
- Commercial awareness with the ability to identify renewal risk, expansion opportunities, and product adoption gaps before they become critical issues.
- Highly organized and self-directed, with the ability to manage multiple workstreams while maintaining accuracy, responsiveness, and proactive engagement.
Preferred Qualifications
- Experience in a B2B SaaS, marketplace, or technology company with exposure to NRR management, churn prevention, or account expansion.
- Familiarity with QBRs, renewal cycles, and structured account planning, with the ability to lead client reviews independently.
- Prior experience in roles that require moving clients through a technical or operational activation funnel to reach their first transaction.
About the Job
Bakuun is building the technology that powers global travel through hospitality distribution, marketplace operations, payment infrastructure, and property management.
As a Client Success Executive, you will independently manage a portfolio of clients with a focus on activation, first transaction completion, and long-term retention. You will be responsible for the depth of the relationship, ensuring each client is commercially sticky and achieving measurable results on the platform.
Your primary objective is to move clients from signature to revenue-generating activity. You will own the critical transition period, guiding accounts through onboarding andremoving operational barriers to ensure every client reaches their first successful transaction within an agreed timeline.
Responsibilities
- Own the end-to-end client activation lifecycle with accountability for moving accounts from signature through onboarding to their first successful transaction within agreed timelines (bias towards activation).
- Identify and resolve operational or technical barriers preventing a client from transacting, coordinating cross-functionally with Product and Engineering to fast-track activation and remove friction.
- Monitor real-time account health and engagement signals to identify stalled or at-risk accounts, intervening proactively before setup delays impact the long-term commercial relationship.
- Drive renewal and expansion activity across the portfolio, uncovering upsell and cross-sell opportunities based on client usage patterns, transaction volumes, and evolving business needs.
- Manage client escalations with speed and ownership, diagnosing root causes and coordinating internal resolutions to restore client confidence and platform adoption.
- Translate client feedback and activation friction points into structured, evidence based insights for Product teams to systematically improve the onboarding experience and platform utility.
- Maintain accurate and current CRM records, ensuring onboarding status, activation milestones, first transaction progress, and account risks are clearly documented.
