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About the Role

This role involves managing an enterprise book of business, building strong customer relationships, driving successful outcomes, and ensuring satisfaction and retention using 1:1 customer success methodologies. It suits professionals who thrive in fast-paced environments and have experience managing mid-market or enterprise accounts.

Responsibilities

• Develop deep product knowledge to map features to business outcomes and communicate roadmap insights.
• Apply industry expertise to address customer challenges and position solutions against competitive offerings.
• Analyze product usage data to identify patterns, calculate ROI, and quantify multiple value streams.
• Manage technical integration understanding and basic troubleshooting.
• Create and maintain detailed customer-facing documentation and resources.
• Lead renewal conversations and secure commitments, identifying upsell triggers and expansion opportunities.
• Create commercial solutions tailored to evolving customer needs.
• Build multi-threaded customer relationships to strategically penetrate accounts and develop new use cases.
• Collaborate with sales on handoffs and joint strategies for account growth.
• Manage a portfolio of customers throughout their journey, understanding unique needs and tailoring interactions to align customer goals with company objectives.
• Implement scalable customer success workflows and operational excellence.
• Proactively monitor customer health metrics to identify and mitigate risks.
• Conduct strategic business reviews and success planning sessions.
• Build success plans that ensure customers fully realize the value of the partnership.
• Advocate for customers by providing product feedback to internal teams.
• Build trust with key stakeholders through executive-level interactions.
• Communicate clearly and concisely in both written and verbal formats, managing conflict resolution and navigating difficult conversations effectively.
• Demonstrate critical thinking and develop creative solutions.
• Guide customers through organizational change and address resistance.
• Make autonomous decisions while knowing when to escalate appropriately.
• Build strong working relationships with Product, Marketing, Support, and Sales teams to align customer success initiatives with broader company goals.
• Actively share customer feedback and insights with relevant teams to inform product development and marketing strategies.
• Identify operational friction in day-to-day work and propose practical improvements with supporting context.
• Participate in team pilots, process updates, or change initiatives, providing thoughtful feedback based on direct customer impact.
• Create reusable frameworks, templates, and playbooks that benefit the broader team.

Requirements

• 3+ years of experience in Customer Success or related roles with mid-market or enterprise customers.
• Proven ability to manage numerous accounts using CS tools and methodologies.
• Track record of driving retention, upsells, and renewals within a scalable model.
• Strong data analysis skills to optimize account performance and inform decision-making.
• Excellent cross-functional collaboration abilities.
• Experience with conflict resolution and crisis management.
• Exceptional presentation skills and data storytelling abilities.
• Strong time management and prioritization skills.
• Demonstrated ability to align customer needs with product features and company goals.
• Self-directed work style with good judgment about when to escalate issues.

Skills

• Deep product knowledge
• Industry expertise
• Data analysis
• Technical integration understanding
• Basic troubleshooting
• Customer-facing documentation creation
• Commercial solution development
• Multi-threaded customer relationship building
• Customer portfolio management
• Scalable customer success workflow implementation
• Customer health risk mitigation
• Strategic business review conduction
• Success plan development
• Product feedback advocacy
• Executive-level interaction
• Clear written communication
• Clear verbal communication
• Conflict resolution
• Critical thinking
• Creative problem-solving
• Guiding customers through organizational change
• Autonomous decision-making
• Cross-functional collaboration
• Operational friction identification
• Process improvement
• Reusable framework creation
• Template creation
• Playbook creation
• Customer Success (CS) tools and methodologies
• Driving customer retention
• Identifying upsell opportunities
• Securing renewals
• Data storytelling
• Time management
• Prioritization
• Exercising good judgment for escalation

Location

• Remote (within US)

Work Type

• Remote

Experience Level

• 3+ years of experience
• Mid-market customer experience
• Enterprise customer experience

Salary/Compensations

• Competitive compensation

Benefits

• Competitive benefits

About the Company

• Dynamic, VC-backed company

Equal Opportunity

• ActivTrak is an equal opportunity employer.
• We celebrate diversity and are committed to creating an inclusive environment for all employees.
• ActivTrak does not discriminate on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.