Manage enterprise client health and outcomes through data-driven monitoring and ROI-focused Quarterly Business Reviews. Act as the primary client advocate and communication lead during escalations while coordinating with product and engineering teams.
About the Role
What You Own
Client Outcomes & Health Monitoring — Maintain quantified health scores per account covering usage, support tickets, sentiment, ROI, and adoption. Identify risk before the client raises it.
QBR Delivery — Run outcome-focused Quarterly Business Reviews. These are ROI reviews and adoption gap analyses, not status updates. Show clients the business impact of their channel programs.
Retention & Expansion — Own renewal outcomes (not contract negotiation). Identify expansion opportunities and partner with sales on growth.
Escalation Communication — Single voice to the client during quality issues, outages, or delivery concerns. Coordinate internally, communicate externally with clarity and confidence.
Cross-Functional Coordination — Work daily with Field Product Managers (specs, requirements) and Forward Deployed Engineers (integrations, data mapping). Translate client needs into actionable product input.
Client Advocacy & Product Feedback Loop — Represent the client's voice in roadmap discussions. Surface patterns across accounts that inform platform investment.
What You Do NOT Own
Technical specifications — Owned by the Field Product Manager
Data mapping or integration work — Owned by the Forward Deployed Engineer
Sprint planning or delivery commitments — Owned by the Director of Tech Solutions Lab
Fixing defects — Owned by Engineering. Your job is to ensure the client feels heard, informed, and confident the issue is being addressed.
Qualifications
Required
5+ years in Customer Success, Account Management, or Client Services in B2B SaaS or enterprise technology
Experience managing a portfolio of enterprise accounts ($100K+ ARR each)
Track record of retention and expansion in complex, multi-stakeholder environments
Strong analytical skills — comfort with health scoring frameworks, data-driven QBRs, and usage analytics (Logrocket, etc)
Exceptional communication skills — ability to serve as the single voice to a client during escalations
Experience working cross-functionally with Product, Engineering, and Sales teams
Demonstrated experience using AI tools to synthesize insights or automate reporting workflows — beyond basic chatbot or prompt usage.
Preferred
Experience in channel marketing, incentive management, or partner enablement platforms
Background in companies transitioning from services-heavy to product-led models
Familiarity with health scoring tools (Gainsight, ChurnZero, or similar)
Experience building CS processes from the ground up (this is a greenfield function)
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
