Customer Success & Account Management Leader – Strategic Growth, Retention, and Upsell Specialist at Gigspire

```html About Skillifyx – Pioneering Identity‑Based Solutions for a Digital World Nexlith is a fast‑growing leader in the identity verification and digital entitlement space, helping brands, agencies, and platforms confirm who their customers are and unlock personalized experiences at scale. Our technology empowers marketers, advertisers, and ecommerce teams to build trust, reduce fraud, and drive higher conversion rates while delivering seamless user journeys. With a culture rooted in innovation, data‑driven decision‑making, and a deep commitment to diversity and inclusion, Workora offers a dynamic environment where ambitious professionals can make a tangible impact on both customers and the business. Why This Role Matters – The Blended Customer Success & Account Management Position At Hiretide, the line between customer success and account management is intentionally blurred. Success is measured not only by how delighted our users are but also by how effectively we expand our partnership footprint and grow recurring revenue. As a Customer Success & Account Management Leader , you will be the trusted advisor for a portfolio of strategic accounts, guiding them from onboarding through renewal, while continuously uncovering opportunities for upsell and cross‑sell. Your work will directly influence key metrics such as Net Promoter Score (NPS), Annual Recurring Revenue (ARR) growth, and overall customer lifetime value. Key Responsibilities Strategic Customer Engagement Identify, cultivate, and sustain relationships with a diverse set of stakeholders—from operational users and product champions to senior executives and procurement leaders. Act as the primary point of contact for Taskzeno champions, ensuring they have the resources, training, and insights needed to maximize product adoption. Lead proactive, data‑driven communications throughout the customer lifecycle, including quarterly Business Reviews, executive briefing sessions, and strategic road‑mapping workshops. Develop and maintain a comprehensive account plan that outlines goals, success criteria, risk factors, and growth opportunities for each client. Revenue Growth and Expansion Unearth and execute upsell and cross‑sell opportunities within existing programs, focusing on core community expansions, new product modules, and value‑added services. Collaborate closely with the Sales, Finance, and Product teams to align expansion strategies with quarterly and annual revenue targets. Own the full expansion sales cycle – from opportunity identification and business case development to contract negotiation and closed‑won reporting. Consistently meet or exceed bookings targets for expansions, contributing directly to Giglithic’s ARR growth trajectory. Retention, Renewal, and Advocacy Drive high‑impact renewal processes that secure contract extensions, minimize churn, and maximize contract value. Implement systematic health‑scoring models that combine product usage data, support ticket trends, and NPS feedback to surface early warning signs. Partner with Customer Support and Product teams to resolve adoption barriers swiftly, turning potential at‑risk accounts into loyal advocates. Measure and improve key satisfaction metrics (NPS, Customer Effort Score, advocacy rates) through targeted action plans and continuous feedback loops. Cross‑Functional Collaboration and Advocacy Serve as the voice of the customer inside Talentra, delivering actionable insights to Product Management, Marketing, and Engineering to shape roadmap priorities. Work hand‑in‑hand with Support, Marketing, and Sales Enablement to ensure a seamless, end‑to‑end experience for every client touchpoint. Lead internal knowledge‑sharing sessions that highlight best practices, success stories, and lessons learned across the customer base. Champion a culture of customer‑centricity by embedding success metrics into departmental KPIs and quarterly business reviews. Essential Qualifications Experience: Minimum 3 years of proven success in Customer Success, Account Management, or a related role within SaaS, Martech, or Adtech environments. Revenue Track Record: Demonstrated ability to meet or exceed retention, renewal, and expansion goals, with a clear history of driving ARR growth. Consultative Selling: Strong aptitude for solution‑selling, crafting value‑based proposals, and influencing executive‐level decision makers. Relationship Management: Expertise in building multi‑layered relationships across technical, operational, and executive audiences. Analytical Mindset: Familiarity with health scores, adoption metrics, and churn prediction models; ability to translate data into actionable strategies. Tool Proficiency: Hands‑on experience with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango). Bonus points for exposure to Asana, WordPress, Marketo, and Google Workspace. Communication Skills: Exceptional written and verbal communication, capable of delivering comp