What You'll Do

Customer Engagement, Retention & Sentiment

Manage client health records in HubSpot: log all interactions, update sentiment scores, and keep contact data current.

Identify at-risk clients early — using support ticket volumes, engagement gaps, and usage signals — and act before churn occurs.

Segment the customer base into detractors, neutrals, and advocates; run targeted programs for each group.

Maintain scheduled contact with key clients through calls, onsite visits, and quarterly business reviews.

Account Management & Growth

Run a structured engagement cadence (calls, meetings, site visits) based on client tier and classification.

Identify and pursue upsell and cross-sell opportunities: additional modules, licences, and managed services.

Own expansion revenue targets; report closed expansion and pipeline monthly to the Head of Sales.

Coordinate with Sales and Consulting on account strategy, client roadmaps, and upsell timing.

Client Delivery Oversight & Escalation

Act as the primary escalation contact for all active delivery and managed support clients.

Drive the support or delivery team to resolve issues on time and within agreed commercial terms.

Manage the transition of project clients into managed support and long-term engagement models.

Client Onboarding & Commercial Structuring

Manage onboarding of partner-switch clients moving their software support to the company.

Define scope, commercial terms, and deliverables for new support agreements.

Ensure pricing, service scope, and client expectations are documented and agreed before go-live.

Client Advocacy & Marketing Alignment

Identify satisfied clients suitable for case studies, testimonials, and referrals.

Maintain a live advocacy pipeline and deliver new stories to Marketing each quarter.

ISV Partner Management

Manage day-to-day relationships with ISV partners.

Track joint deal flow and coordinate on shared client opportunities.

What They're Looking For

Required

• Proven experience in Customer Success, Account Management, or Client Services — ideally within ERP, SaaS, or consulting.
• Commercial acumen: experience managing growth targets and account-level P&L.
• Hands-on experience with customer lifecycle management and retention strategies.
• Track record of managing escalations in complex, multi-stakeholder client environments.
• Strong communicator — clear and direct with both clients and internal teams.
• Proficient in HubSpot CRM or equivalent.

Nice to Have

• Familiarity with ERP platforms and the ISV ecosystem.
• Experience managing partner-switch or onboarding engagements.