Customer Success Account Manager (CloudLabs) @name

• Own onboarding for new customers — kickoff through first value, so customers see results fast.
• Drive product adoption across all user roles within your accounts, and track adoption rate as a core account metric.
• Monitor customer health and proactively flag and manage at-risk accounts before they become churn.
• Own renewals for your book — forecast accurately and get ahead of renewal risk rather than reacting to it.
• Carry a retention and growth target, including Net Revenue Retention (NRR) and reduction of churn across your accounts.
• Identify and close expansion opportunities — upsell and cross-sell within existing accounts, contributing to new/net-new revenue.
• Run regular business reviews (monthly/quarterly) with your accounts — reviewing usage and adoption, surfacing expansion opportunities, and securing renewals ahead of time.
• Own and run Voice of Customer (VoC) programs — systematically capturing
• customer feedback and feeding it back into product and go-to-market decisions.
• Maintain accurate account plans and forecasts in the CRM for your top accounts.
• Act as your customers' trusted advisor on how to get the most from CloudLabs for their training and enablement goals.

Requirements