Customer Care Strategist

5 hours, 5 minutes ago
Senior
Customer and Technical Support
Higher Logic

Higher Logic

Higher Logic develops cloud-based community software that enables organizations to create secure online spaces for individuals to connect, share ideas, and engage in meaningful conversations.

Internet Software & Services
251-1K
Founded 2007
$55M raised

Description

  • Own retention and renewal outcomes for an assigned book of business, including customer health, renewal strategy, and risk mitigation.
  • Take a hands-on approach to retaining customer accounts and stepping into issues directly to move accounts forward.
  • Lead proactive account reviews and executive conversations focused on customer goals, adoption, business value, risks, and next steps.
  • Identify customer challenges, business risks, and adoption gaps, then drive action plans to improve outcomes and protect retention.
  • Partner cross-functionally with Customer Success, Sales, Support, Services, Product, and Leadership to resolve issues and align resources.
  • Identify and communicate upsell or cross-sell opportunities that align with customer needs and goals.
  • Capture and elevate customer feedback, market insight, and product gaps to help influence company priorities.
  • Develop and improve playbooks, engagement strategies, and operating rhythms to increase team effectiveness and customer retention.
  • Provide guidance, coaching, and strategic support to Customer Success Managers on complex accounts, renewal risk, and executive engagement.
  • Represent Higher Logic with professionalism, accountability, and sound judgment in customer and internal interactions.

Requirements

  • Strong executive presence and the ability to build credibility quickly with senior customer stakeholders.
  • Strong judgment in navigating risk, conflict, and complex customer situations.
  • Ability to identify root causes, assess account risk, and drive practical resolution plans.
  • Excellent verbal and written communication skills, including leading executive calls, business reviews, and high-stakes customer conversations.
  • Strong cross-functional leadership skills and the ability to influence without direct authority.
  • Strong organizational and time management skills, with the ability to manage multiple strategic priorities.
  • Commercial acumen, including understanding renewal drivers, customer value realization, and growth opportunity identification.
  • Strong sense of ownership, urgency, and accountability, with a willingness to step into both strategic and tactical work.
  • Experience supporting customer retention, renewals, or account management in a customer-facing role.
  • Experience coaching or supporting Customer Success Managers on complex accounts is preferred.

Interested in this position?

Apply directly on the company website

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