Account Growth Specialist

Job Title: Account Growth Specialist

This strategic position focuses on customer retention, driving long-term business expansion and profitability by maximizing value, fostering product adoption, delivering exceptional support services, and minimizing churn.

• Cultivate and maintain strong relationships with key stakeholders at all levels, including executive, management, and technical leaders, through regular strategic discussions and roadmap planning.
• Develop tailored relationship-building strategies and adjust messaging to suit the interests and needs of diverse customer groups.
• Mentor colleagues in effective strategic approaches, provide guidance for Enterprise CSMs to enhance their skills, and deliver premium customer experiences.
• Identify and implement solutions to address Customer Success requirements, optimize processes, and meet key performance indicators for customer satisfaction and engagement.
• Create and maintain customized Success Plans aligned with value milestones and customer-defined business objectives.
• Collaborate closely with customers to develop joint success strategies, maintaining a deep understanding of their business goals to achieve high levels of customer satisfaction, engagement, and adoption of our technologies.
• Monitor customer analytics and key performance metrics to reinforce solution value, pinpoint areas for improving customer experience, and optimize our offerings.
• Facilitate Executive Business Reviews (EBRs) in partnership with Account Management, leveraging the Success Plan and business case to demonstrate impact, delivered value, and growth opportunities.
• Deliver outstanding customer experiences that uphold our brand promise of delivering superior outcomes and identifying cross-selling and upselling opportunities for services and products.
• Closely monitor customer engagement signals and sentiment; log potential risks and opportunities in CRM and trigger internal playbooks when applicable.
• Serve as a liaison between Sales, Support, Product, Renewals, and Professional Services to ensure seamless collaboration and strategic alignment.
• In cases of high-impact customer issues, act as an escalation point, ensuring timely resolution through engagement with relevant teams within our organization.
• Work collaboratively with the wider CSM team to implement scalable programs and process enhancements that drive efficiency in internal customer success processes and improve the overall customer experience.
  

- Minimum 6 years of experience in customer success, technical account management, sales engineering, or a similar role focused on driving customer success and product/service adoption.

- Strong knowledge of Customer Success best practices, with experience in developing processes and providing enablement programs to promote adoption across the company.

- Excellent organizational skills and ability to establish milestones and keep success plans on track.

- Exceptional communication skills and ability to build positive business relationships, with comfort in facilitating change and driving success with customers.

- Experience in identifying, translating, and prioritizing customer needs into business or solution requirements.

- Demonstrated success as a trusted advisor to senior executives in large organizations and ability to develop success plans.

- Understanding of how organizations measure value realization and drive revenue, with experience in recurring revenue sales models and renewal processes advantageous.

- Previous Customer Success experience in a B2B software company, proficiency in customer success tools (e.g., Gainsight, Totango), CRM systems (e.g., Salesforce), and AI prompting/leveraging AI tools to streamline processes.