Partner with mid-market customers to drive AI adoption and business transformation
Create and implement customer success plans outlining goals, KPIs, risks, and timelines
Drive customer product enablement through onboarding, training, and use case development sessions
Monitor industry trends (customers, competitors, partners) and contribute insights to product roadmap and strategy
Execute initiatives that deliver an exceptional and scalable customer experience
Collaborate closely with Sales to ensure smooth handoffs from pre- to post-sale
Requirements:
5-7+ years of experience in Customer Success, Account Management, or related roles withinSaaS or technology environments (SaaS experience is mandatory
Strong understanding of SaaS business models and pricing strategies (e.g., subscription,usage-based, tiered pricing), with the ability to align customer value to commercial outcomes
Proven track record of owning a mid-market book of business, consistently achieving retention,expansion, and net revenue growth targets
Highly data-driven in your approach - comfortable using customer data, product usage insights,and success metrics (e.g., ARR, NRR, churn, product adoption) to inform strategy, prioritisation,and decision-making
Strong commercial acumen, with experience identifying expansion opportunities and partneringwith Sales on upsell and cross-sell motions
Experience leading complex, cross-functional initiatives, influencing stakeholders across Product,Engineering, and Go-to-Market teams
