This role will focus on driving customer health, renewal readiness, and adoption across a scaled portfolio of accounts. You will partner closely with Renewals, Customer Success, and other internal teams to improve retention outcomes, streamline handoffs, and support customers through data-driven engagement strategies.
The position also requires direct customer interaction for feedback, risk assessment, and executive-level communication, with an emphasis on delivering value at scale.
Location: Remote - US based candidates only, no visa sponsorship available
Compensation: $142,700 – $193,100 annually
Responsibilities
- Own customer health and renewal readiness across a scaled portfolio
- Provide focused engagement for priority customers and deliver executive-level updates
- Design and execute targeted campaigns to enhance customer adoption and value realization
- Coordinate between Customer Success and the Renewals Desk for seamless handoffs
- Manage inbound customer channels, triaging and resolving inquiries
- Use data to segment customers and improve engagement strategies
- Engage directly with customers for feedback and risk assessment
- 4+ years in B2B SaaS Customer Success or similar roles
- Proven track record in managing customer renewals and retention outcomes
- Strong analytical skills with fluency in SaaS retention metrics
- Experience designing customer lifecycle and retention campaigns
- Excellent written and verbal communication skills
- Ability to coordinate across multiple teams and manage concurrent programs
- Familiarity with Customer Success platforms and CRM systems
- Flexible work environment
- Opportunities for professional development
- Collaborative team culture
- Access to cutting-edge technology and tools
- Health and wellness programs