What you’ll do

• Become an expert in Human API’s product and what it means to deliver real customer success
• Interface directly with executive-level contacts at key accounts to reinforce and drive the value of the platform
• Drive existing customer revenue growth through renewal and expansion activities
• Provide data driven insights to increase product adoption and help maximize the value of our solution
• Develop and implement bespoke workflows to help meet customer-specific challenges
• Deliver the voice of the customer and influence core Product, Marketing, and Sales processes to enhance the value and effectiveness of HAPI solutions
• Influence stakeholders and promote a culture of customer success within the organization
• Be accountable for the onboarding, training, implementation, support, renewals, expansions, and advocacy for key strategic customer accounts
• Update and monitor key metrics for your assigned customer account portfolio
• Be the primary point of contact for customer solution questions, critical tasks/dates, product releases, etc.
• Routinely prepare and update SWOT analysis, strategic action plans, and quarterly business reviews (QBR) for key accounts
• Prepare and present regular executive summaries and updates to leadership team

About you

• 7+ years in enterprise level Customer Success, Account/Relationship Management in a B2B, SaaS, or similar environment
• Prior experience being responsible for account retention and expansion 
• Technical competency and aptitude with software applications, tools, and internal systems
• Superior written and oral communication skills, you can empathize, earn trust, and influence internal and external stakeholders
• Effective project management and expectation setting and the ability to prioritize and delegate task execution
• Detail oriented, highly organized with the ability to manage multiple and concurrent priorities
• Excellent critical thinking and problem solving skills 
• A growth mindset and an eye towards constant improvement