Get customer insights 10x faster with Strella. AI-moderated interviews and real-time synthesis turn customer research from weeks into hours. Backed by Bessemer.
About the role
Own retention and net revenue retention targets for your accounts. People-centric: You’re energized by working with others, and enabling customers to achieve their goals
What they're looking for
- 8-10+ years in customer success, account management, or a related customer-facing role, with prior experience owning renewals and expansion revenue
- Experience managing or mentoring direct reports, or clear readiness to step into people leadership
- Thrives in high-pressure or fast-paced environments, early-stage startup experience a plus
- Has worked with minimal oversight and shown strong ownership
- Bonus: familiarity with research, insights, or B2B SaaS industries
More about this role
Strella is an AI-powered platform revolutionizing qualitative research with real-time, AI-moderated interviews and automated synthesis. We're a fast-growing, venture-backed startup working with leading teams in product, marketing and consumer insights. We're scaling quickly and looking for a driven Customer Success Lead to own and grow our customer relationships as we enter our next stage of growth.
This is an extremely high impact role. You will have the opportunity to build our Customer Success function from the ground up - including owning our customer retention and upsells, nurturing customer relationships, developing playbooks, and more.
Serve as the senior point of contact for Strella's key accounts, building trusted, long-term relationships with champions and executive stakeholders.
Develop and maintain a deep understanding of each customer's research goals, use cases, and success criteria.
Nurture accounts proactively rather than reactively — regular check-ins, business reviews, and value-recap touchpoints throughout the customer lifecycle.
Own renewal outcomes across the book of business, forecasting risk early and building mitigation plans.
Identify and execute on upsell...
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