Job Description

Key Responsibilities: Key Responsibilities: 1. Customer Engagement & Retention: Drive proactive digital engagement with customers through email, in-app messaging, and automated workflows to promote product adoption, utilization, and retention. Drive adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Enablement of customers on how Quickbase features are used as they explore new use cases post- onboarding. Recommending add-on Professional Services as needed to improve the customers use of Quickbase. Lead virtual check-ins, product tutorials, and onboarding sessions to ensure customers are fully integrated with the platform. Prepare and organize customer-related documents, presentations, and reports, and ensure they are easily accessible for the team. Address customer inquiries and concerns, escalating issues when necessary to ensure timely resolution and continuous satisfaction. 2. Value Realization: Work closely with customers to understand their business goals, helping them realize the value and outcomes they expect from the SaaS solution. Monitor and report on customer health metrics, providing actionable insights and suggesting improvements to increase customer value and reduce churn risk. 3. Digital Tools & Automation: Leverage digital tools and platforms (e.g., customer portals, in-app guides, email marketing) to scale customer success efforts and drive engagement. Maintain accurate and up-to-date customer data in the customer system, ensuring that customer profiles, interactions, and history are properly documented. 4. Risk Assessment & Remediation: Regularly assess customer health and engagement data to identify potential risks, including low product adoption, usage decline, and at-risk accounts. Collaborate with internal teams (e.g., Sales, Support, Product) to address and mitigate risks that could affect customer satisfaction, retention, and long-term success. Continuously track customer risk profiles and adapt engagement strategies based on evolving needs and risk factors. 5. Collaboration & Cross-Functional Alignment: Collaborate with Customer Success Managers and Sales teams to ensure alignment on customer goals, challenges, and opportunities for upsell or expansion. Provide feedback to product teams based on customer interactions, helping to shape future product development and enhancements. Support the creation of customer success content, including knowledge base articles, product documentation, and best practice guides.