The opportunity
Our high-touch customers are where the relationship, the stakes, and the revenue are biggest. This role makes sure that book is run like a business: clear on who we serve and how, deliberate about the experience we create, and measured on what it delivers.
What you'll do
Design and pilot the moments that matter for high-touch customers: onboarding to value, executive engagement, business reviews, renewal and expansion plays.
Define what high-touch should mean: which customers qualify, what they get, and what outcome each touchpoint should create.
Turn customer feedback and data into specific changes to programs, playbooks, and engagement models.
Work with Product, Support, Marketing, and Sales to close gaps that customers feel across teams.
Own the operating model for the high-touch segment: coverage, capacity, cost to serve, and how the model changes as the customer base grows.
Set the metrics that tell us whether it's working, such as adoption,: retention, expansion, and customer sentiment, and build the cadence to review them.
What they're looking for
- years in Customer Success, CS Operations, strategy, or program management,: ideally in SaaS, with time close to enterprise or high-touch customers.
- You've designed a customer program or operating model and can show what changed because of it.
- You think in outcomes first. You can say what problem you're solving, how: you'll know it worked, and what you'd stop doing to make room.
- You're comfortable with data. You can build the analysis yourself in tools: like Salesforce, Gainsight, Tableau, or Snowflake, or ask sharp questions of someone who can.
- You influence without authority, and people across Sales, Support, Product, and CS want you in the room.
- You write and present clearly, and you can lead with the answer for executives.
- You like building new things and also making them stick.
- Experience using AI or automation to scale customer engagement and CSM efficiency
