This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role is a high-impact, enterprise-focused position responsible for driving post-sale success, adoption, retention, and expansion for strategic clients. You will serve as a trusted advisor to key accounts, helping customers unlock the full value of a SaaS platform while managing the revenue and growth of your book of business. The position requires strong cross-functional collaboration across sales, implementation, product, and technical teams, ensuring seamless customer experiences. You will combine consultative relationship management with data-driven insights to guide account strategies, influence outcomes, and deliver measurable business impact. Ideal candidates thrive in dynamic environments, build trust at all levels of an organization, and excel in driving enterprise SaaS adoption and growth. This remote role offers flexibility and exposure to a global, fast-growing team. - Own the full post-implementation journey for enterprise accounts, including onboarding, adoption, training, advocacy, and renewal. - Serve as a trusted advisor, identifying opportunities for expansion and value realization within customer organizations. - Build and maintain strong executive-level relationships, navigating complex organizational structures and multithreading effectively. - Collaborate with cross-functional teams—including Account Executives, Implementation, Product, Technical Account Managers, and Agency/Partner teams—to ensure seamless customer experiences. - Use data-driven insights to measure account health, influence strategy, and create compelling business cases for expansion or adoption. - Develop best-in-class processes, playbooks, and operational practices to support strategic customer success at scale. - Mentor and support peers, contributing to team development, knowledge sharing, and a culture of customer-centricity. Qualifications - 6+ years of enterprise-level post-sale experience in B2B SaaS, with a proven track record of exceeding renewal and expansion targets. - Experience managing a portfolio of high-value accounts with measurable retention and growth results. - Strong consultative, strategic, and commercial mindset; capable of translating product value into business outcomes. - Exceptional relationship-building skills, including executive-level engagement and multithreaded account management. - Data-driven with strong analytical capabilities and the ability to tell compelling stories using metrics. - Excellent communication, influence, and presentation skills, able to collaborate across remote and cross-functional teams. - Resilient, proactive, and solution-oriented, with the ability to thrive in a fast-paced, evolving environment. - Industry experience in enterprise SaaS, technology, CPG, real estate, or agency environments is preferred. Benefits - Competitive compensation and equity packages to share in company success. - Comprehensive health benefits to support physical and mental well-being. - 401(k) retirement plan with company contribution. - Inclusive parental leave policy and flexible leave options. - Annual allowance for personal well-being, social connection, and home-office setup. - Remote work flexibility with a culture of trust and autonomy. - Professional development opportunities and exposure to a global, high-growth environment.

• Manage a high volume of SMB customers through one-to-many communication and tech-touch workflows • Proactively monitor customer health scores in Planhat and provide targeted guidance when needed • Act as the first line of defense for incoming customer inquiries via Zendesk • Manage the end-to-end renewal process for your portfolio • Act as a Risk Cloud expert, helping customers navigate the platform • Collaborate with Sales and Support teams as needed

• Own the end-to-end customer journey: onboarding, activation, engagement, retention, and reactivation. • Design, execute, and optimize CRM campaigns across email, push notifications, SMS, and in-app messaging. • Segment users based on behavior, demographics, and wallet activity to deliver personalized and relevant messaging. • Analyze user behavior and lifecycle metrics to identify drop-offs and friction points. • Run A/B tests and experimentation on messaging, timing, and campaign flows to improve retention and repeat transactions. • Collaborate with Product, Growth, and Data teams to align lifecycle initiatives with business objectives. • Ensure all campaigns comply with regulatory requirements, financial promotion guidelines, and data privacy standards. • Develop strategies to increase wallet funding, transaction frequency, and long-term engagement.

• Connect with clients to understand their goals, preferences, and service needs • Provide clear communication, timely updates, and consistent follow-up • Coordinate scheduling, documentation, and service details with accuracy • Maintain organized digital records and track client progress • Deliver dependable, professional support throughout the entire process