• 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.

• Serve as the primary advocate and point of contact for enterprise accounts throughout the entire customer lifecycle — from onboarding to renewal and expansion. • Develop deep, trust-based relationships with executive and operational stakeholders across customer organizations, understanding their business goals, priorities, and success metrics. • Act as a trusted advisor on analytics best practices, helping customers interpret data insights and apply research-driven benchmarks to improve performance. • Lead structured onboarding and implementation activities, ensuring enterprise clients rapidly achieve time-to-value and realize measurable business outcomes. • Drive product adoption, usage expansion, and feature engagement across diverse customer stakeholders. • Monitor customer health scores, usage data, satisfaction (e.g., NPS, CSAT), and other indicators to anticipate needs and mitigate churn risk. • Create and own customized success plans with clear milestones, KPIs, and value metrics aligned to enterprise outcomes. • Conduct regular Quarterly Business Reviews (QBRs) and strategic check-ins with clients to assess progress, adjust plans, and demonstrate ROI. • Collaborate with clients to define success criteria — including internal KPIs like reduced risk signals, improved officer wellness measures, or operational efficiency gains. • Drive contract renewals and identify opportunities for expansion (cross-sell or up-sell) by aligning product value to evolving customer priorities. • Develop customer advocates who can provide testimonials, case studies, or participate in industry events. • Partner closely with Sales, Product, Support, Professional Services, and Analytics teams to deliver coordinated customer outcomes. • Communicate customer feedback and market insights internally to influence product roadmap, documentation, and service enhancements.