Customer Success Lead

About the Role

We are seeking a dynamic Customer Success Lead to drive retention and growth within our Commercial and Scale revenue segments across the United States. This is an exciting opportunity to be a key player in ensuring our most valuable customers achieve maximum success with our platform.

Responsibilities

• Own the post-sales relationship lifecycle for a portfolio of Commercial and Scale customers, focusing on adoption, value realization, and retention.
• Develop and execute proactive success plans tailored to customer business objectives and health metrics.
• Identify expansion opportunities (upsell/cross-sell) within the existing customer base and collaborate closely with Sales.
• Serve as the voice of the customer internally, escalating product feedback and advocating for necessary improvements.
• Manage renewal processes, mitigate churn risks, and drive high customer satisfaction (CSAT/NPS scores).

Requirements

• Proven experience (4+ years) in a Customer Success, Account Management, or related client-facing role, specifically managing Commercial or Enterprise accounts.
• Demonstrated ability to manage complex renewal negotiations and drive expansion revenue.
• Exceptional communication, presentation, and interpersonal skills, capable of engaging with C-level executives.
• Strong analytical skills with experience using CRM (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight).
• Deep understanding of SaaS business models and customer lifecycle management principles.

Role Impact

As the Customer Success Lead, you will directly influence revenue stability and long-term customer loyalty, acting as a trusted advisor to some of our most strategic clients.