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Provides timely customer support through email, phone, live chat, and video conferencing. Troubleshoots issues, assists with onboarding, resolves chargebacks, identifies upsell opportunities, collaborates cross-functionally, and contributes to knowledge-base content. The role requires strong communication, problem-solving, prioritization, autonomy, and comfort using help desk and web-conferencing tools in a fast-paced SaaS environment.

Design, build, deploy, and manage AI systems and automations that improve customer onboarding, support, engagement, retention, and expansion. Develop predictive customer insights, digital experiences, workflows, and integrations with Salesforce, support systems, and data infrastructure. Translate ambiguous Customer Experience requirements into scalable technical solutions, independently make architecture decisions, monitor production systems, measure adoption and ROI, and continuously optimize based on user feedback and changing business needs.

Analyze customer adoption, engagement, health, and churn-risk data. Define consistent metrics, build dashboards and cohort analyses, monitor onboarding and implementation performance, identify friction and success patterns, and translate findings into actionable recommendations for customer-facing teams and leadership. Collaborate with revenue operations, AI engineering, analytics, and customer teams to document metric logic and improve data-driven customer experience operations.

Own a portfolio of customer experience, adoption, and digital transformation programs from planning through measurable outcomes. Coordinate cross-functional teams, establish roadmaps, define metrics, track performance, manage prioritization, and build scalable program management processes. Partner closely with the Chief Customer Officer and teams across customer success, product, engineering, marketing, operations, finance, and analytics to improve customer adoption, retention, revenue realization, and operational efficiency.

Lead Revenue Operations strategy and a team spanning data analysis and sales enablement. Own Salesforce, Gong, Clay, forecasting, pipeline infrastructure, capacity planning, sales methodology, quota and compensation plans, board-level reporting, segmentation, productivity frameworks, and tooling decisions. Partner with executive and cross-functional leaders to improve GTM predictability, data integrity, rep productivity, and scalable growth across enterprise, high-velocity, account management, and partnership channels.

As an Enterprise Account Executive, you will build relationships with enterprise-level prospects, driving revenue growth through strategic sales cycles and collaboration with teams.

Perform outbound prospecting to generate enterprise insurance leads, qualify prospects, and book meetings. Maintain CRM and prospecting cadence, collaborate with sales and marketing, and refine BDR processes to increase pipeline and conversion.

Own commercial success for a flagship payments product: run pilots, set pricing and packaging, drive adoption and revenue, translate customer signals into product strategy, enable GTM, and report performance to executives and board.