Job Description

Description:
The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering teams to fulfil their goals. By being experts in the platform, we are able to provide a unique level of consultation and inspiration to our customers. We are an energetic, empathetic, and passionate team that enjoys collaboration, taking on new challenges, and failing forward together in this dynamic environment.
We are seeking an experienced and highly strategic CSM to join our rapidly growing team. In this pivotal role, you will be the primary strategic partner for a portfolio of our most critical strategic accounts. You will be instrumental in ensuring our clients not only adopt our platform but also consistently achieve measurable business outcomes and significant return on their investment. This role is ideal for a proactive, results-oriented professional who thrives on building executive-level relationships, navigating complex organisations, and driving demonstrable value.
About The Role:
What You'll Do:
Drive Strategic Value Realisation & Outcomes:

• Partner with Strategic clients to deeply understand their strategic objectives, business challenges, and key performance indicators (KPIs).
• Develop and execute comprehensive joint success plans that clearly define desired business outcomes, success metrics, and a roadmap for achieving them using our platform.
• Proactively identify opportunities for clients to extract maximum value from our product, leading to increased adoption, deeper feature utilisation, and expanded use cases across their organisation.
• Conduct regular, impactful Executive Business Reviews (EBRs/QBRs) with C-level and senior leadership stakeholders, presenting data-driven insights on value delivered, progress against goals, and future strategic recommendations.
• Act as a change management consultant, collaborating with clients to overcome internal barriers to adoption and embed our solution into their core workflows.

Cultivate Deep Strategic Relationships:

• Build and nurture multi-threaded relationships across all levels of the client organisation, from end-users to technical teams to executive sponsors, ensuring strong advocacy and partnership.
• Develop a deep understanding of the client's organisational structure, key stakeholders, decision-making processes, and internal politics, mapping out influence and economic buyers.
• Act as a trusted advisor, anticipating client needs, mitigating risks, and proactively addressing any challenges to ensure long-term satisfaction and loyalty.

Orchestrate Renewals & Drive Expansion:

• Strategically manage the entire customer lifecycle to ensure high retention rates and identify opportunities for account growth (upsell/cross-sell).
• Collaborate seamlessly with our Strategic Sales team on account planning, renewal strategies, and identifying expansion opportunities by articulating clear ROI and business impact.
• Proactively identify and mitigate renewal risks by monitoring customer health metrics, engagement, and value delivery, developing comprehensive action plans when needed.
• Champion the client's voice internally, working cross-functionally with Product, Engineering, Marketing, and Professional Services teams to advocate for client needs and influence our product roadmap.

Become a Product & Industry Expert:

• Maintain an expert-level understanding of our product's capabilities, roadmap, and how it translates into tangible business value for large enterprises.
• Stay abreast of industry trends, competitor offerings, and best practices in customer success to provide informed and strategic guidance to your clients.
• Acting as the Voice of the Customer, back to the product team to influence product development roadmap in case need

Effectively Manage Global Customers at Scale

• Demonstrate ability to drive change at scale across a large organisation in a way that exceeds customer expectations.
• Implement and run customer governance to extend reach and impact across multiple stakeholders and teams.
• Identify and orchestrate monday and customer resources to efficiently address customer needs in support of their business goals.
• Operating at scale across large, global customer organisations - driving governance, resource orchestration, and change management

Requirements:
What You'll Bring:

• 5+ years of experience in a Strategic Customer Success, Account Management, or Consulting role, specifically within an Enterprise SaaS environment.
• Proven track record of managing and growing a portfolio of large, complex strategic accounts.
• Demonstrable experience driving measurable business outcomes and ROI for clients, not just product adoption.
• Exceptional executive presence and communication skills, with the ability to confidently present, influence, and negotiate with C-level stakeholders.
• Strong business acumen with the ability to understand complex organisational structures, strategic objectives, and financial drivers of large enterprises.
• Highly data-driven, with the ability to leverage customer usage data, health scores, and business metrics to identify trends, risks, and opportunities.
• Excellent project management, organisational, and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
• A collaborative mindset, with a proven ability to work cross-functionally with sales, product, marketing, and support teams.
• Experience with CRM software (e.g., Salesforce) and analytics tools.

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