About this role
About the Client Our client is a fast-growing SaaS company building an AI-powered operating and decisioning platform for regulated industries, with 40-50 client accounts and growing. Their platform automates complex operational workflows — from client onboarding to document processing and data intake — for enterprise and mid-market customers who depend on high-touch, reliable support. As a boutique, high-growth team, the founder currently manages Customer Success personally and needs a dedicated professional to take primary ownership of the client relationship function. Why does this role exist? As the client base has grown to 40-50 accounts, one person can no longer give every client the proactive attention needed to drive renewals, adoption, and growth — the founder needs a dedicated Customer Success partner to take that responsibility off his plate immediately. This role exists to build real, lasting relationships with enterprise clients: tracking usage, running recurring syncs, managing renewals, and spotting expansion opportunities before they're missed. This is not a support or ticket-response role — it requires someone who proactively drives the relationship forward rather than reactively waiting for clients to raise issues. Client Relationship Management Own day-to-day relationships across a portfolio of 40-50 enterprise and mid-market accounts. Conduct regular client check-ins and proactively monitor product usage and adoption. Follow up with clients consistently to keep engagement and momentum high. Renewals & Account Health Track renewal timelines and manage the renewal process across all assigned accounts. Monitor usage trends to flag at-risk accounts before they become churn risks. Maintain accurate, up-to-date account records and health tracking spreadsheets. Recurring Client Syncs Set up and independently run recurring client syncs and check-in calls. Prepare talking points and follow-up actions for each client conversation. Ensure meeting notes and next steps are documented and tracked to completion. Growth & Expansion Identify upsell and expansion opportunities within the existing client base. Partner with leadership to develop and pitch account growth strategies. Track and report on expansion pipeline across the portfolio. Reporting & Organization Create and maintain spreadsheets covering account status, usage, renewals, and outreach cadence. Provide regular status updates to leadership on portfolio health and key account risks or wins.