The Role
Drive customer retention and expansion, manage accounts, engage with executives, and ensure long-term customer success while adding revenue from upselling.
Summary Generated by Built In
Job Type: Full-Time
We are seeking a strategic, customer-centric professional to drive retention, expansion, and executive engagement across a defined book of business. In this role, you will be responsible for reducing churn, identifying and closing expansion opportunities, and cultivating strong relationships with senior-level stakeholders to ensure long-term customer success. You’ll blend proactive risk management with a consultative sales approach, serving as a trusted advisor to our clients while contributing to overall revenue growth and strategic account health.
Key Responsibilities
- Customer Retention & Risk Management
- Execute strategies to improve gross retention (reducing churn) and net retention (expansion growth).
- Proactively identify and mitigate at-risk accounts, ensuring long-term customer success.
- Monitor customer health scores, product adoption, and renewal risks.
- Upsell & Expansion
- Identify, qualify, and close upsell and cross-sell opportunities within a defined book of business.
- Effectively manage the upsell pipeline, ensuring a formalized sales process is followed.
- Add revenue to the overall book of business through existing customer growth.
- Executive-Level Customer Communication
- Build and maintain high-level relationships with customer executives to ensure alignment on strategic goals.
- Ensure consistent communication with customer executives to strengthen long-term partnerships.
Qualifications and Experience
- 3+ years of experience in account management, customer success, or sales
- Experience selling into HR decision makers and navigating complex stakeholder environments
- Experience selling SaaS or a subscription-based business required.
- Strong experience with CRM (Salesforce preferred) and customer success data analysis
- Exceptional executive communication skills, with the ability to influence at all levels.
Benefits:
-Work from anywhere within the US for most roles
-Competitive Salary
-Medical, Dental, and Vision Insurance
-Flexible PTO
-401K - 100% vested with ~4% match
-12 Paid Holidays
-Company Laptop
-Reimbursement for home office expenses
-Employee Referral Bonuses
-Short-Term and Long-Term Disability Insurance
-FSA & HSA Options
-Life Insurance
-Personal and Professional Development
-Employee Assistance Program (Mental Health)
-Parental Leave + baby bonus
Top Skills
CRM
SaaS
Salesforce
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The Company
What We Do
BizLibrary is a leading provider of online learning for growing organizations. Our award-winning microlearning video library engages employees of all levels, and our learning platform is a progressive catalyst for achievement. Partnered with our expert Client Success and Technical Support teams, clients are empowered to solve business challenges and impact change within their organizations. Learn more at https://www.bizlibrary.com.
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