Role purpose:
Own the full customer lifecycle post-sale, onboarding through renewal - as the primary relationship owner for a portfolio of accounts.
Onboarding
- Own the journey from Sales handover to go-live, coordinating Product, Tech, and Sales
- Build a tailored Customer Success Plan per account
- Run kickoffs, configure the backend, deliver training
- Track Time to Value flag risks (unresponsive stakeholders, scope creep, delays) early
Support & Issue Management
- First point of contact for customer queries/issues (email, chat, call)
- Triage, log Jira tickets, coordinate fixes with Product/Engineering
- Validate fixes in production before confirming resolution - no false closures
- Meet SLAs: 24-hr response (CS-handled), 48-hr updates (Jira-escalated)
- Surface recurring issues to Product as structured feedback
Adoption & Engagement
- Monitor usage via Pendo (logins, feature adoption, active users)
- Engage based on usage signals, not a fixed cadence
- Run risk playbooks on warning signs (low usage, declining activity, silent customers, low NPS, stakeholder changes)
- Support feature rollouts with training materials and enablement sessions
Account Management
- Primary relationship owner across operational users, champions, and senior stakeholders
- Run QBRs focused on value delivered and forward outcomes
- Track each customer's goals, success criteria, commercial context
- Spot upsell/cross-sell opportunities and flag to Sales with context
- Support Sales on renewals/expansion
- Flag renewal risks 90-120 days before contract end
Health & Risk Management
- Maintain monthly health scores across 5 dimensions: Adoption & Usage, Value Realization, Relationship Strength, Support Experience, Commercial Outlook
- Classify accounts Green/Amber/Red and act accordingly
- Log all risks and actions in HubSpot (if it's not logged, it didn't happen)
- Own formal recovery plans for Red accounts (timelines, owners, milestones)
Internal Collaboration
- Relay voice-of-customer insights to Product
- Partner with Engineering on escalations and custom features
- Align weekly with Sales on health, churn, renewals, expansion
- Log all interactions and next steps in HubSpot after every engagement
