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About the Opportunity
This role owns post-sale customer deployment, adoption, and product education and training. The individual will play an integral role in the customer’s journey with the organization, helping them to realize the value from their investment. This will provide an opportunity to have a meaningful impact with a diverse group of customers. The role involves uncovering and optimizing workflows and advanced use cases that power today’s businesses.
The individual will be driving all facets of success across the customer journey for the organization’s most valued customers. This role partners with the Account Manager team to support business objectives including driving customer retention and growth for the organization’s expanding product portfolio. The team is collaborative, customer oriented, 'worthy of trust,' and strong advocates for its customers.
The successful candidate has experience building relationships with mid-level and executive-level contacts and is adaptable to changing or ambiguous environments. The individual must be highly results-driven, customer-focused, and innovative at building internal and external relationships to help customers achieve their goals.
Key Responsibilities
- Build and maintain strong relationships with customers as a trusted advisor throughout their journey with the organization
- Lead customer engagement efforts to drive deployment, product education, usage, adoption, and integration into daily workflows
- Drive increased product value realization across the customer base and improved user advocacy
- Ensure customers achieve their desired outcomes through Mutual Success Plans and influence account growth in close partnership with Sales
- Proactively flag and collaborate with CX or Product teams to resolve customer issues efficiently
- Prepare and deliver Success Business Reviews, providing insights on adoption, planning, and product updates
- Maintain a deep understanding of the organization's products and roadmap, promote new features, and serve as the voice of the customer internally
- Collaborate with internal teams such as marketing, product, and sales to ensure customer satisfaction, retention, and growth
Required Qualifications
- 5+ years of experience in B2B SaaS Customer Success, with a proven record of driving product deployment, increasing customer adoption, and improving retention
- Strong experience managing strategic customer relationships at large enterprises with a collaborative and proactive approach
- Experience with e-signature API or other API products and integrations
- A technical aptitude with experience in communicating effectively at all levels
- Customer-oriented problem solving and analytical mindset
- Possesses the ability to communicate with end users, IT administrators, developers and stakeholders at all levels
- A self-starter with demonstrated success navigating complex scenarios, leading cross-functional initiatives, and thriving in fast-paced, dynamic environments
- Positive, team-oriented mindset with the ability to contribute meaningfully to overall team culture
- Excellent collaboration skills and the ability to build strong, long-lasting relationships across teams and the organization
- Bachelor’s degree or equivalent experience required
- Flexibility to travel occasionally for global offsites and customer on-site meetings (generally less than 10% of the time)
Preferred Qualifications
- Solid knowledge of generative AI and search infrastructure
- Experience with technical products like e-signature API, other API products or security products with strong experience with integrations for deployments
- Experience with integrations and AI tools
- Previous experience with CRM systems, paired with strong analytical and quantitative skills
Compensation
US Zone 2 $142,700—$193,100 USD
US Zone 3 $126,800—$171,600 USD
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.