• Conduct phone and video consultations with pre-qualified prospects. • Manage the prospect care cycle from first contact through to the decision-making stage. • Accurately and promptly record all consultation information in the CRM. • Coordinate the handover of clients to the legal team once the engagement is formalized. • Follow up with clients to verify their level of satisfaction.

Role Description GTM Programs is building the engine that moves our customer lifecycle motion from generalized communications to individualized business value, from technical messaging to outcome-focused engagement, and from human-monitored outreach to programs that trigger on customer telemetry and scale across the base. We're hiring a GTM Customer Programs Manager to run the operating core of that engine. This is a player-coach role. You'll lead a small, high-caliber team across scaled customer programs, GTM automation, and scale customer success management. You will personally expose the measurement layer and the high-leverage assets that let the entire GTM organization scale beyond headcount. You'll run our sprint operating model, manage the telemetry scoreboard that tells us whether our programs are working, and a portfolio of scaled assets—the Business Value Calculator, the Use Case Library, and the tools that follow them—as products with roadmaps and adoption metrics, not static collateral. You'll sit at the intersection of Success, Sales, RevOps, and Product. The work doesn't ship without cross-functional partnership, so influence matters more than authority. If you're an operator-analyst who's run programs on a cadence, can turn product-usage data into account-level action, and wants to coach a team while still building things yourself, this role is for you. Qualifications - 8+ years in GTM operations, RevOps, program management, or growth/lifecycle program ownership at a B2B SaaS company, including direct people-management experience - Strong analytics range—comfortable in SQL and warehouse data, building dashboards, and turning telemetry into account-level action (experience with Databricks or a comparable platform is a plus) - Fluency with the modern GTM toolchain: Salesforce (campaigns and objects), marketing/outreach automation, and ideally Retool or another low-code app layer—you like to build, not just spec - Demonstrated operating-cadence discipline: you've run sprints, an agile-style program rhythm, or a 4DX-type cadence of accountability, and you can keep a scoreboard sacred against the day-to-day whirlwind - A cross-functional operator who moves work through Sales, Success, RevOps, and Product without relying on positional authority - Strong written and verbal communication; you run recurring forums that are structured, collaborative, and actionable - High ownership mentality—you don't wait for a playbook to exist; you build one and iterate Requirements - Run our sprint operating model: one sprint in execution, one in design. Facilitate sprint planning, post-mortems, and the play lifecycle so every program either graduates to an evergreen automated motion or is retired with documented learning. - Manage team activities using the telemetry scoreboard that measures program impact against our team goal, translating product-usage signal into account targeting and trigger logic, and maturing our metrics from play quality and engine contribution toward cohort lift and revenue impact. - Manage a portfolio of scaled GTM assets (e.g. the Business Value Calculator, Use Case Library, Hackathon-in-a-box, as products). Maintain a roadmap, instrument adoption, enforce version discipline, and run a clear intake for what gets built next. - Coordinate the cross-functional play calendar across the field, RevOps, and partner teams. Surface overlapping programs before they collide. We coordinate; we don't gatekeep. - Partner with RevOps and Data Team to wire programs into delivery surfaces (e.g. workflow portals, Salesforce, Slack, Outreach) so that every program is measurable end to end. - Lead, coach, and develop a team spanning scaled customer programs, GTM automation, and technical account management. - Operate the team using the 4 Disciplines of Execution principles. - Partner closely with our Business Value lead so that the methodology and narrative they own translate cleanly into the scaled assets and programs you productize. Benefits - N/A Company Description - N/A

• Own a portfolio of commercial mid-market accounts end-to-end, serving as the primary point of contact and trusted advisor. • Build and maintain multi-threaded relationships across champion, economic buyer, and executive levels. • Develop and execute tailored success plans aligned to each customer’s strategic goals and key business outcomes. • Proactively monitor account health, engagement signals, and product usage to identify risk and opportunity early. • Drive on-time renewals across your book of business, managing the full renewal cycle from 90-day forecast through execution. • Maintain a rolling renewal forecast with high accuracy and visibility in Salesforce or equivalent CRM. • Identify and mitigate churn risk through proactive outreach, business reviews, and escalation management. • Achieve gross revenue retention (GRR) targets and net revenue retention (NRR) targets. • Identify and qualify expansion opportunities (upsell, cross-sell, seat expansion) within your existing customer base. • Lead commercial conversations with customers, partnering with your aligned Account Executive to close expansion deals. • Develop account growth plans that outline the path to expansion over a 12–24 month horizon. • Conduct structured Quarterly Business Reviews (QBRs) with key stakeholders, presenting ROI, product usage insights, roadmap alignment, and forward-looking success plans. • Build executive sponsorship programs and escalate appropriately when executive relationships need reinforcement. • Monitor product adoption milestones and proactively intervene when customers fall behind adoption benchmarks. • Serve as the voice of the customer internally, advocating for product enhancements, escalating support issues, and sharing market feedback with Product and Engineering. • Collaborate with Sales, Marketing, and Implementation on account strategy, case studies, and customer advocacy programs.

• Be the primary contact and advocate for approximately 150 medium-sized business customers • Become an expert in Inbound Marketing and become the trusted marketing advisor to each of your customers • Maintain a revenue base by managing account retention and renewal • Drive upgrade revenue from new product feature adoption and expanded usage • Work as part of the team to develop strategies for scale and growth