Customer Success Lead

• Own the end-to-end relationship with key internal stakeholders across finance, HR, sales, delivery, and other business functions
• Act as the primary point of contact for stakeholder requests, escalations, and feedback
• Partner with engineering leads to translate business needs into prioritized roadmap requirements
• Track and report stakeholder satisfaction, adoption, and outstanding pain points
• Set and manage expectations around delivery timelines, incident resolution, and change communication
• Run regular check-ins, business reviews, and roadmap updates
• Coordinate with Care/Production Support on major-incident communications and follow-ups
• Identify recurring friction between business and systems teams and drive process or communication improvements
• Grow assigned accounts by uncovering opportunities with executive sponsors, finance and operations leaders, and IT owners
• Plan and execute quarterly business reviews reporting realized value, issues, risks, and next-quarter priorities
• Champion the internal customer voice in engineering discussions while considering technical and delivery realities

• 5–8 years of experience in customer relationship management, technical account management, delivery/program management, or a similar stakeholder-facing role within a technology or engineering organization
• Demonstrated record of upselling and expanding accounts through relationship cultivation, including ownership of or contribution to an expansion pipeline
• Experience preparing and leading QBRs with client executives, connecting delivery progress to commercial outcomes
• Ability to manage relationships with multiple stakeholder groups simultaneously, including senior/leadership levels
• Strong communication skills, translating technical details for business audiences and business contexts for engineers
• Experience setting and managing expectations around delivery timelines, incidents, and change communication
• Comfort working with ticketing, roadmap, and reporting tools such as Jira and Confluence or similar
• Ability to interpret satisfaction, adoption, and incident-trend data and turn it into narratives and action items
• Sound judgment balancing stakeholder requests against technical feasibility and team capacity
• Prior experience with internal business systems such as CRM, ERP, HRIS, or finance platforms
• Familiarity with ERP implementation lifecycles from design and build through go-live and post-deployment support
• Basic technical fluency in APIs, integrations, and data flows
• Experience in a shared-services, platform, or internal-tools organization
• Familiarity with incident management and SLA frameworks
• Exposure to change management or adoption/enablement programs for internal tools

• Dedicated Learning & Development Budget
• Cutting-Edge Projects using the latest technologies
• Employee-Friendly Leave Policy with ample leave options
• Remote-first culture and flexible choice of work location
• Paid leaves and paid time off
• Day 1 fully paid Medical coverage for employee and dependents
• 75% paid Vision coverage for employee only
• Fully funded HSA
• Reimbursement for approved certifications and short courses
• Inclusive workplace and equal opportunity