What's in it for you?
- Acting as the primary point of contact for assigned clients, ensuring delivery of measurable business value.
- Driving adoption of products and services, including new features and solutions.
- Proactively managing renewals through value realization and strong stakeholder engagement.
- Identifying and executing expansion opportunities (cross-sell and upsell) within existing accounts.
- Building strategic partnerships by translating client priorities into actionable plans.
- Leading initiatives and projects on the client side to ensure ongoing value realization.
- Facilitating ROI discussions and long-term value positioning with key stakeholders.
- Monitoring customer health metrics such as ROI, MAU, GRR, and NRR, and addressing risks.
- Managing relationships across multiple client stakeholders, including C-level executives.
- Increasing Mindtickle’s footprint by multi-threading relationships within client organizations.
We’d love to hear from you, if you:
- Possess a deep understanding of business strategy and industry trends.
- Own strong knowledge of SaaS products and solutioning.
- Are experienced in managing large-scale, multi-stakeholder client programs.
- Have demonstrated ability to solve complex client problems using structured thinking.
- Are obsessed with aligning client outcomes to long-term business value.
- Have experience in consultative, value-driven conversations with executive stakeholders.
- Control and grow accounts through upsell/cross-sell initiatives.
- Are comfortable discussing both business and technical concepts with clients.
- Possess excellent communication, presentation, and stakeholder management skills.
- Are data-driven with experience in monitoring and analyzing customer success metrics.
Preferred Experience:
- 6+ years of experience in client service, consulting, strategy, or customer success roles.
- Worked at a top-tier management consulting firm (e.g., MBB, Big 4).
- Have experience in sales, account management, or business development with a focus on retention and expansion.
- Are familiar with working in or selling into enterprise clients, ideally in tech or SaaS environments.
- Have led cross-functional initiatives or complex client-facing projects.
- Possess a strong track record in customer success and driving measurable business outcomes.
- Hold an advanced degree (MBA or equivalent), preferred.
Success Metrics:
- Customer ROI metrics (demonstrated business impact).
- % Monthly Active Users (MAU).
- Customer Health Score.
- Gross Revenue Retention (GRR).
- Net Revenue Retention (NRR).
