Customer Care Strategist

Job Summary

Driving customer adoption and retention, the full-time remote Customer Care Strategist will manage an assigned book of business, focusing on renewals, expansion, and delivering a best-in-class customer experience.

Key responsibilities

• Own retention and renewal outcomes while developing strategies to mitigate risks and enhance customer health
• Lead proactive account reviews and executive conversations to align on customer goals and drive adoption
• Collaborate cross-functionally to resolve issues and identify upsell or cross-sell opportunities that align with customer needs

Required qualifications

• Strong executive presence with the ability to build credibility with senior customer stakeholders
• Proven ability to navigate complex customer situations and assess account risk
• Experience in leading high-stakes customer conversations and business reviews
• Commercial acumen with an understanding of renewal drivers and customer value realization
• Demonstrated sense of ownership and urgency in supporting customer retention efforts