Key Responsibilities

• Customer Retention & Risk Management  
• Execute strategies to improve gross retention (reducing churn) and net retention (expansion growth).  
• Proactively identify and mitigate at-risk accounts, ensuring long-term customer success.  
• Monitor customer health scores, product adoption, and renewal risks.  
• Upsell & Expansion 
• Identify, qualify, and close upsell and cross-sell opportunities within a defined book of business. 
• Effectively manage the upsell pipeline, ensuring a formalized sales process is followed.  
• Add revenue to the overall book of business through existing customer growth. 
• Executive-Level Customer Communication  
• Build and maintain high-level relationships with customer executives to ensure alignment on strategic goals.  
• Ensure consistent communication with customer executives to strengthen long-term partnerships.  

Qualifications and Experience

• 3+ years of experience in account management, customer success, or sales   
• Experience selling into HR decision makers and navigating complex stakeholder environments  
• Experience selling SaaS or a subscription-based business required.  
• Strong experience with CRM (Salesforce preferred) and customer success data analysis  
• Exceptional executive communication skills, with the ability to influence at all levels.