Note: The job is a remote job and is open to candidates in USA. BizLibrary is seeking a strategic, customer-centric professional to drive retention and expansion across a defined book of business. In this role, you will be responsible for reducing churn, identifying upsell opportunities, and cultivating strong relationships with senior-level stakeholders to ensure long-term customer success.

Responsibilities

• Customer Retention & Risk Management
• Execute strategies to improve gross retention (reducing churn) and net retention (expansion growth)
• Proactively identify and mitigate at-risk accounts, ensuring long-term customer success
• Monitor customer health scores, product adoption, and renewal risks
• Upsell & Expansion
• Identify, qualify, and close upsell and cross-sell opportunities within a defined book of business
• Effectively manage the upsell pipeline, ensuring a formalized sales process is followed
• Add revenue to the overall book of business through existing customer growth
• Executive-Level Customer Communication
• Build and maintain high-level relationships with customer executives to ensure alignment on strategic goals
• Ensure consistent communication with customer executives to strengthen long-term partnerships

Skills

• 3+ years of experience in account management, customer success, or sales
• Experience selling into HR decision makers and navigating complex stakeholder environments
• Experience selling SaaS or a subscription-based business required
• Strong experience with CRM (Salesforce preferred) and customer success data analysis
• Exceptional executive communication skills, with the ability to influence at all levels

Benefits

• Work from anywhere within the US for most roles
• Competitive Salary
• Medical, Dental, and Vision Insurance
• Flexible PTO
• 401K - 100% vested with :4% match
• 12 Paid Holidays
• Company Laptop
• Reimbursement for home office expenses
• Employee Referral Bonuses
• Short-Term and Long-Term Disability Insurance
• FSA & HSA Options
• Life Insurance
• Personal and Professional Development
• Employee Assistance Program (Mental Health)
• Parental Leave + baby bonus
• Progressive, uncapped, monthly commission plan for renewals and upsells

Company Overview