Role Overview:
- We are seeking a Customer Evangelist to join our dynamic Customer Success team.
- This role owns the full customer commercial relationship—building executive relationships, governing success plan execution across a portfolio, and driving renewals and upsells.
What You Will Do:
- Own renewal outcomes by managing the commercial relationship, leading renewal conversations, and handling negotiations and legal processes—grounded in clearly demonstrated customer value.
- Drive upsell and cross-sell by first identifying target business outcomes, building and executing success plans to achieve them, and converting proven value into expansion opportunities.
- Run structured customer success engagements (QBRs, success reviews, exec check-ins) focused on tracking progress against defined outcomes, realized value, and next milestones.
- Identify and qualify sales opportunities by uncovering gaps between current state and desired outcomes, partnering with Sales to progress and close where appropriate.
- Define, manage, and govern customer success plans that articulate the customer’s desired business outcomes, the path to achieve them, and measurable success criteria.
- Execute a value-first engagement model: align on outcomes → deliver and validate value → earn the right to expand commercially.
- Act as the voice of the customer internally, driving alignment and prioritization across Product, Support, and broader teams to ensure successful value delivery.
- Educate and enable customers to proactively engage with programs, resources, and outbound communications that accelerate time-to-value.
- Own a portfolio of accounts end-to-end, balancing strategic engagement and scale, with accountability for delivering consistent customer outcomes and revenue growth.
What You Bring:
- Proven ability to build executive-level relationships and align with sponsors around measurable business outcomes, not just product usage.
- Demonstrated success in a value-led commercial model—defining target outcomes, executing against them, and converting realized value into renewals, upsell, and cross-sell.
- Strong track record of owning and closing renewals and expansion opportunities, including leading negotiations and navigating procurement and legal processes.
- Deep experience applying value selling methodologies (e.g., outcome definition, success criteria, value realization) to drive both retention and growth.
- Ability to translate customer goals into structured success plans, with clear milestones, KPIs, and a path to value realization.
- Skilled at running outcome-driven customer engagements (QBRs, executive reviews, success check-ins) that clearly demonstrate progress, impact, and next opportunities.
- Strong account ownership mindset with the ability to prioritize and scale across a portfolio, balancing high-impact engagements with efficient coverage.
- Ability to identify expansion signals by diagnosing gaps between current performance and desired outcomes, and turning those insights into qualified revenue opportunities.
- Proven ability to mobilize cross-functional teams (Product, Support, Sales, Marketing) to deliver on customer commitments and remove blockers to value.
- Comfortable managing the full commercial lifecycle, including renewal execution, contract management, and negotiation.
- Customer-first mindset with a bias toward delivering measurable value before initiating commercial conversations.
- Experience running structured success and reference calls.
