Source Job

• Own the health, retention (90%+), and expansion (10-15%) of our mid-market customer portfolio.
• Build the scaled success motion from scratch—develop playbooks, automated campaigns, and engagement frameworks that can grow with the business.
• Monitor account health and usage patterns to identify risks and expansion opportunities, then execute targeted interventions to drive outcomes.

Runway is building AI to simulate the world through merging art and science; they believe that world models are at the frontier of progress in artificial intelligence. Their team consists of creative, open minded, caring and ambitious people who are determined to change the world.

• Manage a high volume of customers using one-to-many communication strategies.
• Monitor churn risk through behavioral signals and health scores; deploy automated renewal readiness campaigns.
• Identify product-qualified leads and usage-based expansion opportunities, triggering in-app messages and emails.

Optro is a leading audit, risk, ESG, and InfoSec platform used by over 50% of the Fortune 500. They are known for their award-winning technology and customer satisfaction, and have been recognized as one of the fastest-growing tech companies in North America for seven years running.

• Own and grow a portfolio of 25 or more mid market enterprise customers, guiding them from go live through long-term value realization
• Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes
• Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows

Moveworks, now part of ServiceNow, is redefining how work gets done. Together, they combine Moveworks’ industry-leading AI Assistant with ServiceNow’s world-class workflow platform to deliver instant, intelligent support across IT, HR, Finance, and beyond.

• Own NRR, retention, and onboarding outcomes across the Customer Success organization.
• Build and scale CS through AI, automation, and systems thinking.
• Design and evolve engagement models across customer segments.

Customer.io's platform allows over 7,500 companies to send billions of emails, push notifications, in-app messages, and SMS every day. They power automated communication, helping teams send smarter, more relevant messages using real-time behavioral data; they value empathy, transparency, and action.

• Design and operationalize tech-touch Customer Success strategy.
• Define and implement a customer health scoring framework.
• Use AI tools to automate and scale engagement programs.

Branch empowers workers with financial freedom by helping companies accelerate payments and providing Americans with accessible financial services. They are committed to building inclusive and transparent financial products and value diversity, innovation, and collaboration within their team.

• Manage the administration and optimization of Customer Success platforms.
• Leverage AI and automation tools to enhance account insights, risk detection, and customer communications.
• Execute and standardize core customer lifecycle processes, including onboarding, success planning, Quarterly Business Reviews, renewals, and expansion.

IDC is a global provider of trusted technology intelligence. They equip business and technology leaders with the evidence they need to make confident decisions, informing strategy, investment, and innovation across industries and regions with over 1,000 analysts worldwide.

• Drive adoption, retention, expansion, and satisfaction for our scaled customer base.
• Identify gaps, design scalable solutions, and execute programs that drive customer success at scale.
• Ensure on-time renewals and accurate renewal forecasting across assigned accounts.

Nearmap is an Australian-founded, global tech pioneer innovating in location intelligence. They provide high-resolution imagery and insights, helping customers create meaningful change and propel industries forward.

• Own the post-sale customer experience for a portfolio of high-value accounts.
• Partner with an Account Executive to achieve successful commercial relationships.
• Proactively drive value delivery in every customer interaction.

Dagster Labs empowers organizations to build productive and scalable data platforms, offering tools such as Dagster and Dagster+. They are a small, well-funded team with big energy, aiming high and working as a team with a focus on curiosity and meaningful contributions.

• Lead and develop a high-performing CSM team, managing and mentoring Customer Success Managers across strategic Enterprise accounts.
• Build scalable CS programs, processes, and playbooks for onboarding, adoption, renewal, expansion, and risk mitigation.
• Serve as a senior voice of the customer across Product, Engineering, Design, Marketing, and Support, translating insights into opportunities.

Descript is building a simple, intuitive, fully-powered editing tool for video and audio — an editing tool built for the age of AI. They are a team of 150 with backing from investors like OpenAI and Andreessen Horowitz; they are building a team rich in diverse backgrounds, experiences, and opinions.

• Proactively manage customer relationships from implementation hand-off through renewal and beyond.
• Drive world-class customer retention by establishing a trusted advisor relationship that drives strong product adoption and value delivery and creates customer advocates.
• Develop an in-depth understanding of each customer’s business goals, initiatives, and use cases to support their business objectives based on their unique use cases.

Verifiable is a provider credentialing and network monitoring platform, delivering industry-leading AI, API and Software solutions to help healthcare organizations optimize operations at enterprise scale. It is a fast-moving, early-stage team of almost 150 employees that values impact, ownership, and follow-through, operating fully distributed across the US and internationally.

• Own GRR as your primary metric and ensure every Commercial account renews, resolving any risk to renewal well in advance.
• Proactively identify expansion opportunities like platform consolidation and services upsell, creating a clear business case.
• Build strong relationships across accounts, understand stakeholder roles, and connect Upbound's technical progress to business outcomes.

Upbound is redefining how modern infrastructure is built for the Agentic AI Era. They partner with leading cloud providers, ISVs, and open-source communities to help organizations move faster with greater confidence and supports Fortune 500 companies and platform engineers across 100+ countries.

• Lead, coach, and hold a team of Customer Success Managers accountable to performance expectations
• Drive customer retention by monitoring churn signals and implementing proactive engagement strategies
• Execute expansion strategies in partnership with go-to-market teams to contribute to NRR targets

Qualio is a unified quality and compliance management platform that helps regulated organizations get products to market faster with reduced risk. The Qualio team is all-remote, and currently distributed across North America, Europe and Australia.

• Master AI agents, automations, integrations, and analytics
• Own onboarding, adoption, and expansion lifecycle
• Configure AI agents across voice, chat, and messaging

The client is a fast-growing company in the AI-powered business communication space, helping organizations replace manual workflows with intelligent AI agents across voice, chat, and messaging. They partner with enterprise staffing and workforce organizations, embedding AI agents directly into ATS and CRM systems to drive automation, efficiency, and scale.

• Build strong, multi threaded relationships with customer stakeholders
• Lead executive business reviews and create tailored success plans
• Drive platform adoption and customer engagement through consultative guidance

HR Acuity offers state-of-the-art case management software that helps companies deal with issues consistently, equitably, and transparently. They are a fast-paced, high-growth, and innovative company dedicated to continually raising the bar for employee relations.

• Develop and implement end-to-end digital and one-to-many programs for customers.
• Create and execute a cohesive strategy with tangible goals to drive adoption, retention and expansion.
• Coach and develop the team by providing regular feedback and investing in each team member’s growth.

Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses, care for their clients, and scale their impact. As a remote-first team headquartered in Toronto, they are made up of curious, driven, and empathetic people.

• Improve the customer journey — onboarding, QBRs, renewal workflows, and retention processes.
• Run weekly 1-on-1s with CSMs to level up their skills, navigate stuck accounts, and drive performance against targets.
• Own the NRR and gross retention strategy; identify churn risks and build frameworks for the team to mitigate them.

Clipbook is a fast-growing startup. They have a smart, hard-working, and resourceful team with a rapidly growing company with commercial rigor at its core.

• Own key customer relationships to drive measurable business outcomes and expand footprint.
• Lead new customer onboarding and drive product adoption, while monitoring health metrics.
• Identify and capitalize on expansion opportunities aligning with customer goals to maximize LTV.

Localize's platform helps over 700 companies automate the translation of their web and mobile applications. They are a fully remote team of around 30 people and offer a culture with an emphasis on work-life balance.

• Own executive-level relationships for top-tier healthcare accounts (TCV $200k+).
• Co-create Joint Business Plans and lead Executive Business Reviews (EBRs) focused on ROI and compliance risk mitigation.
• Act as the Voice of the Customer (VoC) by synthesizing user needs into actionable insights for the Product team.

Propelus simplifies workforce compliance management across healthcare. With innovative technology and strategic partnerships, Propelus empowers millions of professionals, employers, and regulators to create a connected and efficient healthcare ecosystem.

• Own the full renewal lifecycle for a defined set of customers.
• Execute standard renewal motions by documenting renewal risks and customer engagement steps.
• Monitor account health using usage trends, support history, and sentiment.

Ivanti empowers IT and Security teams across the globe. Ivanti values every voice and builds and delivers world-class solutions for its customers through diverse and inclusive hiring, decision-making, and a commitment to its employees and partners.

• Own and build strong, strategic relationships with a dedicated portfolio of customers
• Drive customer renewal and retention, exceeding quarterly Net Dollar Retention (NDR) goals
• Develop innovative strategies to increase customer engagement and product adoption

Athennian increases trust in business by helping legal, finance, and tax teams be transaction and audit-ready through organizing business entity and corporate structure information. They manage over a million business entities to automate workflows for ownership, company secretarial, governance, tax, and compliance.