For fast-growing companies, exceptional customer experiences aren’t just important, they’re a growth multiplier. A strong customer strategy drives revenue and strengthens product-market fit. By embedding a scalable customer framework, your company can align product strategy, operations, and revenue growth.

Position your company to improve:

1. Revenue: Unlock revenue through retention, expansion, and upsell strategies
2. CAC: Retain clients and improve operational efficiency to lower cost of business relative to total revenue
3. TTV: Accelerate the time it takes for clients to see ROI
4. CSAT and NPS: Drive higher customer satisfaction and preempt churn.

Core Growth Priorities

1. Customer Success Foundations

Establish strong frameworks, processes, and playbooks to ensure customers experience immediate value and long-term success. This includes clear onboarding, success planning, and proactive risk management.

2. Data-Driven Insights

Leverage customer data to drive smarter decision making, tie opportunities and risks to revenue, and proactively address challenges before they impact retention.

3. Customer Advocacy

Turning satisfied customers into champions by fostering trust, gathering actionable feedback, and creating opportunities for case studies, referrals, and strategic collaboration.

4. Strategic Revenue Growth

Identifying and unlocking new revenue opportunities through cross-sell, upsell, and expansion strategies that align with customer needs and business growth objectives.

5. Operational Excellence

Ensure seamless internal coordination across teams, optimizing processes, and implementing scalable systems to support high-touch and tech-enabled customer engagement at every stage of the client lifecycle.

Job Responsibilities

Day to day responsibilities include but are not limited to the following.

Service Area	Responsibilities
Account Management	• Success Playbooks • Customized Account Roadmaps • Check-ins • Business Reviews • Executive Stakeholder Engagement • Objection Handling • Strategy Workshops
Onboarding	• Process Creation & Documentation • Setup Guides • Kickoff and Project Calls • Post-Launch Refinement
Customer Enablement & Support	• Client Point of Contact • Same-Day Support or Escalation • Ticket processing • Client Training Sessions & Webinars • Knowledge Hub
Retention & Renewal	• Real-Time Risk Assessment • Upsell Strategy • Contracts
Product Feedback	• Customer Sessions • Revenue Opportunity/Risk Assessment • Cross-Functional Planning
Data Insights	• Product Utilization Dashboard • Trend Reporting
Pre-Sale Insights	• Deal Close Support • Case Studies • Pre-Contract Account Review
Team Scaling	• Role and Responsibility Recommendations • Recruitment Support • Team Hiring & Management
Revenue Operations	• Deal tracking • Forecasting