About the role
What we're looking for? (1-3 sentences)
We need someone with 3-5+ years of experience in a customer-facing B2B SaaS role (Customer Success or Technical Account Management) who has a proven track record of owning a book of business and driving expansion. You should be comfortable working with API-based or deeply technical products, navigating enterprise accounts, and handling commercial conversations like upsells and renewals. Bonus points if you have previous experience in HR/TA Tech or as a startup founder.
What you'll do:
- Own the entire post-sales customer lifecycle for key accounts, from onboarding and implementation to renewals and expansion.
- Take ownership of a book of business, aiming for $2-3 million ARR within your first 90 days, and drive Net Revenue Retention (NRR).
- Work closely with Sales, Solutions, and Engineering teams to manage technical integrations, identify upsell opportunities, and provide structured product feedback.
- Prepare and run strategic Quarterly Business Reviews (QBRs) focused on demonstrating value, increasing adoption, and aligning on roadmap.
- Lead commercial discussions, including renewals, expansion proposals, and negotiations.
- Help build and refine the Customer Success playbooks and processes as a foundational member of our NYC team.
