• You're responsible for the gross retention of your book of business, ensuring customers renew with Expel because they recognize us as indispensable to their security program. • You accomplish this by owning the strategic relationship with economic buyers and key decision-makers, orchestrating internal resources to deliver technical value. • You lead quarterly business reviews, accurately forecast renewals, and identify expansion opportunities for Account Executives to pursue. • When technical depth is needed, you partner with Technical Account Managers or pull in Security Solutions Engineers and Technical Support Engineers. • You drive structural improvements to how Customer Success operates by identifying systemic gaps in the customer journey, designing solutions, and driving implementation across the organization. • Your success is measured by At-Bat Renewal Rate (ABR) and Dollar-Based Gross Retention (DBGR) within your portfolio.

• Own the full customer lifecycle, from onboarding to renewal, ensuring a smooth, positive, and impactful experience. • Serve as a trusted advisor to our clients, aligning Portcast’s solutions with their strategic goals and addressing their unique challenges. • Identify and execute expansion opportunities (upsell, cross-sell, increased usage, new teams, new regions) by deeply understanding customer goals, pain points, and internal decision processes. • Partner closely with Sales on trial conversion and commercial conversations, ensuring smooth handovers, strong engagement, and high conversion rates. • Collaborate with cross-functional teams, including product and engineering, to communicate customer feedback and influence improvements that enhance Portcast’s value proposition. • Develop and execute tailored success plans for each client, conducting regular check-ins, Quarterly Business Reviews (QBRs), and strategic sessions to drive adoption and satisfaction. • Analyze customer data and metrics to provide actionable insights, continuously refining the client journey for optimal impact. • Create and refine processes that streamline the customer journey, making it frictionless, value-driven, and measurable. • Implement engagement strategies to drive customer retention and satisfaction, ensuring clients remain long-term advocates of Portcast.

• Manage client relationships and ensure customer satisfaction • Drive engagement throughout all stages of the customer journey • Consult with customers to understand their business goals • Collaborate with cross-functional teams to enhance the customer experience • Act as a liaison between customers and senior leadership • Contribute to process development and organizational growth projects

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description - Uphold Cleo’s Customer Success strategy and processes, ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled. - Oversee the customer lifecycle, from launch to renewal, to ensure a seamless and optimal customer journey. - Manage a customer base of 30+ customers, including regular 1-on-1s with key stakeholders and quarterly Executive Business Reviews. - Develop broad and deep customer relationships, promoting strong customer loyalty & highly referenceable customers. - Understand our customers’ organizational structure and develop relationships with key business stakeholders. - Understand our customers’ business and link customer goals to compelling solutions to be delivered. - Proactively assist in problem resolution, both internally and externally. - Maintain accurate records, including detailed documentation of customer service actions and discussions. - Escalate issues appropriately to Services, Support, Product, etc. - Develop compelling recommendations with strong close rates for add-on business. - Invest in developing both yourself and others, and contribute to organizational efforts as required. Qualifications - 5+ years working at an Enterprise Software and/or SaaS Company in Customer Success, Sales/Account Management, Professional Services, or a related field. - Demonstrable success in collaborating with and influencing cross-functional stakeholders and executives. - Proven ability to work in a fluid environment, with limited processes. - Excellent communication and presentation skills directed at both business-oriented and technical audiences. Benefits - Compensation: $75,000 - $100,000 + Bonus potential. - Great Healthcare + Dental + Vision. - Flexible PTO. - Culture of support, encouraging Life-Work balance. - 401k match. - FSA and HSA options. - Employee Assistance Program. - Paid Parental Leave. - Representing a company with 4,000+ clients and a 99% retention rate. - Accelerated title and salary growth potential. - A fun and energetic work environment that makes you excited to go to work every day.