Customer Success Representative

About the role

We are looking for a commercially‑minded Customer Success Representative to own a portfolio of accounts, guiding clients through the full lifecycle from onboarding to renewal. You will act as the trusted point of contact, ensuring customers derive maximum value from our SaaS platform and remain loyal.

Key responsibilities

• Own a portfolio of accounts and serve as the primary contact throughout the customer lifecycle.
• Conduct onboarding sessions, configure keywords, create dashboards and share best‑practice guidance.
• Monitor account health, run regular check‑ins and proactively address churn risks.
• Manage the renewal cycle, negotiate objections and close renewals on time.
• Identify upsell and expansion opportunities based on usage data and customer conversations.
• Oversee invoicing, follow up on past‑due payments and coordinate with finance on billing queries.
• Respond to customer inquiries via chat, email and video calls, troubleshoot issues and liaise with technical teams when needed.
• Maintain high CSAT/NPS scores across all interactions.

Required profile

• Strong commercial mindset with a focus on customer retention and growth.
• Excellent communication and relationship‑building skills.
• Ability to analyse usage data and identify expansion signals.
• Detail‑oriented approach to billing and invoicing processes.

Required skills