Implementation, Workflow Integration & Value Optimization
Own the complete client journey from day one, leading the end-to-end implementation and onboarding for Midmarket and Enterprise accounts to ensure rapid time-to-value, high initial adoption, and a forward-looking trajectory with clear strategic milestones.
Partner deeply with client teams post-onboarding to continually optimize their internal workflows, moving beyond basic setup to proactively consult on how they can deeply embed the platform into their daily operations.
Relationship Management & Account Health
Build and maintain multi-threaded relationships within assigned accounts, working closely with daily power users while establishing strong rapport with key stakeholders.
Proactively monitor portfolio health, identifying churn risks early and independently executing targeted action plans to get accounts back on track.
Deliver tailored, data-driven executive updates and impact reports that clearly outline the operational and financial value the client is achieving.
Act as the primary owner for critical account issues and crises; independently formulate and propose/execute resolutions before seeking leadership alignment, rather than simply surfacing the problem.
Translate client feedback, pain points, and feature requests into actionable insights for the product team to help inform the roadmap.
Retention & Growth
Maintain a high degree of personal ownership over Net Revenue Retention (NRR) targets, viewing portfolio performance and client retention as a direct reflection of your strategic impact.
Manage the renewal pipeline for your portfolio, leading commercial conversations and ensuring predictable net revenue retention.
Actively identify expansion and upsell opportunities based on account usage and evolving client needs, collaborating with Sales to close the deal.
Client Advocacy & Content Support
Identify successful user stories within your portfolio and collaborate with marketing to develop case studies, testimonials, and client references.
Help create and refine client-facing resources, such as specialized guides, feature walkthroughs, or webinars, to scale client education.
Team Collaboration & Process Improvement
Contribute to the continuous improvement of internal CS playbooks, onboarding materials, and documentation to help streamline team operations.
Provide guidance and informal mentorship to Client Success Specialists, sharing best practices on account management and risk mitigation.
Key Competencies/Requirements:
2–4+ years of experience in B2B SaaS Client Success, Account Management, or a related client-facing role; experience with land data, GIS, or real estate tech is a strong plus.
Proven experience managing a portfolio of Midmarket or Enterprise accounts with a focus on retention and account growth.
Comfortable navigating commercial conversations, including discussing renewal terms, subscription options, and expansion opportunities.
Strong professional presence with the ability to confidently present data, product updates, and value metrics to client stakeholders.
Solid technical aptitude to deeply understand product functionality, troubleshoot workflows, and translate technical concepts for non-technical users.
Analytical thinker who can look at usage metrics and account data to tell a compelling story about product value.
Strong organizational skills with a proven ability to manage multiple complex projects and diverse stakeholders simultaneously to meet strict deadlines.
Adaptable teammate who thrives in a fast-paced startup environment and is comfortable helping build processes as the company grows.
Proficiency with CRM platforms (Salesforce, HubSpot, etc.) and client management tools.