Job Description As a key advocate for our portfolio of small business clients, you will be responsible for enhancing their overall experience. This role requires a digitally savvy and operationally focused professional who is dedicated to driving scalable impact in a customer-centric environment. Key Responsibilities: - Customer Relationship Management: Proactively monitor account health, drive value, and ensure successful renewals and product adoption across a high-volume book of business. - Digital-First Execution: Leverage digital touch infrastructure, including automated campaigns, lifecycle content, and in-platform messaging, to manage client engagement at scale. - Customer Health Monitoring: Identify risks, spot trends, and prioritize outreach and support using platform usage data and customer feedback. - Insights & Optimization: Share customer insights with internal teams to help optimize self-serve content, onboarding experiences, and product fit for users. - Cross-Functional Collaboration: Work closely with Customer Service, Operations, Product, and Marketing to refine digital CS touchpoints and support continued innovation. - Process Efficiency: Recommend and implement process improvements that support operational scale and customer experience quality across the assigned segment. - Onboarding & Enablement Support: Own and continuously improve the onboarding experience for clients to ensure rapid time-to-value. Required Skills and Qualifications - Advanced English proficiency is required. - 3–5+ years of experience in Customer Success, Account Management, or a client-facing role within a SaaS or technology company. - Experience supporting small businesses or long-tail accounts, ideally in a digital-first or one-to-many format. - Strong understanding of customer health metrics and digital engagement tools. - Proven ability to drive impact across a high-volume account book with minimal 1:1 interaction. - Excellent written and verbal communication skills. - Analytical and data-driven with a mindset of continuous improvement. - Adaptable, proactive, and able to thrive in a fast-paced, evolving environment.