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Job Description
Structured overview of role & requirementsAbout This Role
Manage day-to-day interactions and communications with a subset of customers via one-to-one and one-to-many technical touchpoints.
Drive customer lifecycle processes, including onboarding, implementation, renewals, cross-sell/upsell opportunities, and escalation management.
Analyze customer usage data, report on adoption and project status, and maintain accurate records of all customer interactions ensuring 100% are documented with scheduled follow-ups.
Minimum Requirements
3-4 years of experience in Customer Success, technical account management, or related roles within Enterprise Software and/or SaaS companies.
Experience with open-source solutions and companies selling applications, middleware, databases, data warehouses, data integration, or big/fast data technologies.
Experience working with annual subscription models.
Strong written and verbal communication skills.
Ideal Candidate Profile
Comfortable working in environments with limited processes and capable of adopting or developing new methodologies and best practices.
Skilled at managing cross-functional relationships including Sales, Services, Support, and Product teams to drive customer success.
Experienced with technical customer success involving complex software products and able to analyze and act on customer data to improve adoption and outcomes.