About the role
You own what happens after the deal: adoption, expansion, and whether the customer got the outcome they were promised. This is a technical role rather than a ticket-routing one. You will be the person a customer calls when something matters, and the person internally who insists we fix the thing they keep hitting.
What we need to see
- Technical customer success or TAM experience with enterprise accounts
- You drive adoption and renewal, and can show the numbers where you did
- Technical enough to diagnose before escalating, and to be believed when you escalate
- Calm under pressure, and honest with a customer when the answer is bad
Nice to have
- Regulated industries: financial services, healthcare, or government
- You have built a customer-success function rather than joined one
- A support or engineering background
What winning looks like
- Net revenue retention and logo retention
- Active adoption per account
- CSAT/NPS and time-to-resolution
Where and how we work
Customer-facing, so remote-friendly: base yourself in any major US city with good airport connections. Offices in all nine cities if you want one.