This role will lead digital customer success efforts across the Americas, with a focus on onboarding, activation, adoption, renewal readiness, and expansion. You will use customer journey insights and product usage data to deliver proactive guidance that helps customers realize value quickly and sustain it over time. The position partners closely with internal teams and customer stakeholders to identify risk, strengthen executive alignment, and drive measurable retention outcomes.
Location: Remote - US based candidates only, no visa sponsorship available
Compensation: $145,500 – $200,090 annually
Responsibilities
- Leverage customer journey data for effective onboarding and customer activation
- Proactively identify risks using data and develop corresponding mitigation strategies
- Provide technical guidance and best practices for product implementation and adoption
- Monitor customer performance against goals to identify upsell opportunities
- Establish trust and offer prescriptive guidance to enhance customer value from purchases
- Support the development of executive sponsorship through key customer advocates
- Manage renewal forecasts and identify expansion prospects within accounts
- 5+ years in a customer-facing role, ideally in tech-touch onboarding, implementation, or customer success
- Proven success in a technology-led customer success organization
- Highly data-driven with experience using product telemetry for customer targeting
- Previous ownership of the renewal process with accountability for retention quotas
- Strong project management skills, capable of holding teams accountable to timelines
- Health, vision, and dental insurance
- Mental health benefits
- Employee stock options
- A culture of high trust and transparency
- Commitment to employee development and continuous feedback
