Customer Success Strategist

Customer Success Strategist

Key Responsibilities:

• Renewals & Retention:

  Own the customer renewal process end-to-end, with a strong focus on minimizing churn and maximizing long-term value.

• NDR/GDR Ownership:

  Track, analyze, and influence

  Net Dollar Retention (NDR)

  and

  Gross Dollar Retention (GDR)

  by proactively managing account health and expansion opportunities.

• Stakeholder Engagement:

  Build trusted relationships with key customer stakeholders, ensuring regular check-ins and alignment on goals, challenges, and product feedback.

• Cross-functional Collaboration:

  Act as the bridge between customers and internal teamsparticularly Sales, Professional Services, Product, RevenueOps, and Engineeringto surface insights, share feedback, and coordinate expansions or upsell opportunities.

• Quarterly Business Reviews (QBRs):

  Strategically plan and lead

  Quarterly Business Reviews

  to demonstrate product value, review KPIs, address roadblocks, and align on future goals and potential growth areas.

• Customer Advocacy:

  Champion the voice of the customer within Oloid and drive adoption, advocacy, and referenceability.

Skills and Experience:

Required:

• Customer Advocacy & Voice of Customer (VoC)

Passionate about amplifying the customers voice internally, influencing roadmap and priorities, and enabling customer advocacy and referenceability.

• SaaS Business Model Expertise

Deep understanding of the SaaS customer lifecycle, including onboarding, adoption, expansion, and renewal stages. Ability to align Customer Success strategies with recurring revenue goals.

• Presentation & Communication Excellence

Strong verbal and written communication skills, particularly in executive presentations, Business Reviews such as Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and strategic updates.

• Customer Relationship Management (CRM) & Success Tools Proficiency

Hands-on experience with tools like Salesforce, Gainsight, HubSpot, or ChurnZero to track customer health, manage renewals, and drive engagement.

• Strategic Thinking & Problem Solving

Ability to anticipate challenges, resolve issues creatively, and identify strategic growth opportunities within accounts.

• Executive Stakeholder Management

Ability to build trusted, long-term relationships with customer executives and key stakeholders, aligning on strategic goals and outcomes.

• Cross-Functional Communication & Influence

Sales

• Adaptability:

growing

Preferred:

• Minimum 5 years upwards of relevant experience in similar role(s)
• Cybersecurity experience with emphasis on Identity Management Platform (IDP)
• Hands-on knowledge of at least one Human Resource Management System (MRMS) e.g.
• Experience of working directly with customers in industries with end users who are frontline workers
• Led a digital and business process transformation involving Cloud and SaaS technologies

Educational Requirements:

• Bachelor’s degree in

  Computer Engineering

  ,

  Computer Science,

  Data Science,

  or a related field required
• Master’s degree (MBA or equivalent) is a plus
• Additional certifications in

  Customer Success

  ,

  Project Management (e.g., PMP)

  , or

  Salesforce/CRM tools

  are advantageous

This role is ideal for someone who combines strong relationship management skills with a data-driven mindset, and who is passionate about driving value and growth for customers at scale.