RESPONSIBILITIES

• Own and manage a book of business comprised of mid-market customers, from post-implementation through ongoing adoption, expansion, and renewal
• Foster customer health throughout the customer journey with proactive monitoring of engagement and adoption, implementing at-risk playbooks as needed to mitigate churn
• Lead Business Reviews and engage with customer executives to assess progress toward set goals and communicate One Door’s business impact
• Identify growth opportunities and execute all upsells and expansions
• Serve as an internal advocate for customers and contribute to cross-functional efforts to solve for customer needs and drive customer satisfaction
• Synthesize customer feedback and advocate for customers with the One Door product team, helping to shape the evolution of the One Door platform
• Contribute to various projects as part of a collaborative, positive team environment

QUALIFICATIONS

• 3+ years experience as a Customer Success Manager working with medium to large global enterprise organizations in a SaaS environment
• Experience owning customer expansions and renewals, with a strong attention to detail
• Track record of building deep relationships with customers and creating advocates
• Excellent communication with clear, concise writing and presentation skills
• Strong analytical skills with a focus on interpreting and communicating customer data and trends
• Lead with curiosity and the drive to keep growing
• Adapt easily to change and working in a fast-paced environment
• Bonus:Experience in retail and retail software
• Must be able to work in Eastern Time Zone (EST) to support customers in proximate time zones