Los Angeles, CA30+ days ago
Own full post-sale customer lifecycle for 40+ enterprise & strategic accounts - implementation, onboarding, expansion, & renewal • Plan and carry out bi-weekly, monthly or quarterly new feature demonstrations & feedback sessions with customers • Rapidly prototype demos, proof-of-concepts, and custom workflows for customer meetings • Act as a liaison between customers and Product & Engineering and work closely with Sales & Product for roadmap planning • Analyze and track engagement and usage metrics - maintain an account health dashboard for cross-team visibility • Identify growth opportunities to meet quarterly CS team expansion goals • Increase renewal rates and mitigate churn in adherence to quarterly retention goals • Plan and execute 2+ visits to high impact accounts per quarter • Plan and host technical product education webinars • Monitor, triage, and respond to requests for technical support - participate in after-hours on-call support rotation • Manage accurate and complete information in CRM • Understand customer business issues and needs as well as additional tools and competitive market • Join and actively participate in customer discovery calls and technical demonstrations • Support software QA and UAT. Preferred Qualifications • 5+ years of Customer Success experience supporting and selling B2B SaaS services • Operations experience in one or more related industries • Experience in fast-growing tech startups • Account management experience • Master's Degree • Experience with account and customer tracking tools • Experience in the space/aerospace/defense industries • Excellent business acumen, communication skills, and presence • You bring the level of enthusiastic spirit, reliability and creativity, commitment, time, patience, and humor it takes to work with a fast-growing organization • Commercial level experience and negotiation skills.