Higher Logic - Customer Care Strategist
Requirements
• Strong executive presence with 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, with 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 to support customer retention.
Responsibilities
• Own retention and renewal outcomes for an assigned book of business, with accountability for customer health, renewal strategy, and risk mitigation. • Take a hands-on, whatever-it-takes approach to retaining customer accounts, stepping into issues directly and doing what is needed to move the account 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 gaps in adoption, then drive clear action plans to improve outcomes and protect retention. • Operate with a high degree of ownership and urgency, recognizing that no task is too small when customer retention or account health is at risk. • Partner cross-functionally with Customer Success, Sales, Support, Services, Product, and Leadership to resolve issues, align resources, and move accounts forward. • Identify and communicate upsell or cross-sell opportunities when they align to 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 that 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 all customer and internal interactions. • Perform other related duties as assigned
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