• Account Ownership & Relationship Management
• Own a defined book of customers as the primary point of contact and relationship owner from onboarding through renewal.
• Build multi-threaded relationships across your accounts, including program owners, IT/MDM administrators, procurement, and executive sponsors.
• Serve as a trusted advisor, helping customers navigate strategic, operational, and technical challenges while aligning ArborXR to their evolving business goals.
• Run structured check-ins, business reviews, and QBRs that tie ArborXR usage to the customer's program goals and ROI.
• Develop and maintain success plans for key accounts, with clear adoption milestones and renewal readiness criteria.

Onboarding & Adoption

• Lead onboarding for new customers in your book, from kickoff through first value, ensuring devices are enrolled, content is deployed, and admins are trained.
• Drive adoption of the full platform, including fleet management, content deployment, Insights, and integrations, based on each customer's use case and maturity.
• Identify stalled or under-engaged customers early and run structured re-engagement plays to get them back on track.

Renewals & Retention

• Own the renewal for every account in your book, beginning 120 days out: confirm stakeholders, validate value delivered, stage the commercial conversation, and close the renewal.
• Carry gross revenue retention accountability for your portfolio.
• Identify churn risk early through usage signals, engagement patterns, and relationship health, and run save plays with support from leadership when needed.
• Navigate procurement processes, POs, and contract mechanics independently for standard renewals.

Expansion & Growth

• Identify and qualify expansion opportunities within your book: additional devices, new sites or business units, Insights attach, and upgraded tiers.
• Run expansion conversations directly for standard opportunities, and partner with Sales on larger or more complex growth motions.
• Develop account growth strategies by identifying additional use cases, business units, geographies, and stakeholder groups that could benefit from ArborXR.
• Contribute to net revenue retention targets alongside your retention responsibility.

Voice of the Customer & Internal Collaboration

• Maintain clean, accurate account data in HubSpot, including renewal stages, health scores, contacts, and partner relationships, so your book is always forecastable.
• Feed structured product feedback, competitive intelligence, and use case learnings back to Product, Marketing, and Sales.
• Work closely with Support, RevOps, Channel, and Sales to route issues, coordinate on shared accounts, and keep customers moving.
• Support strategic customer engagement initiatives, including Customer Advisory Boards, customer stories, reference programs, and feedback forums that strengthen customer advocacy and influence product direction.

What Success Looks Like

• Your book renews at or above target gross retention, with renewals staged and forecastable well before the date.
• Customers in your portfolio are onboarded quickly, adopt the platform deeply, and can point to measurable program outcomes.
• Expansion revenue is consistently sourced from your book, with a healthy pipeline of qualified growth opportunities handed to or closed alongside Sales.
• Churn risk is identified and escalated early, not discovered at renewal.
• Your accounts in HubSpot are a reliable source of truth: ownership, lifecycle stage, renewal status, and health are always current.

Qualifications

• At least 3 years of experience in Customer Success, Account Management, or a renewals-carrying post-sale role in B2B SaaS.
• Demonstrated ownership of renewals and retention outcomes, ideally with direct commercial responsibility (quotas, GRR/NRR targets, or renewal books).
• Experience managing a portfolio of accounts across segments, balancing high-touch strategic work with efficient coverage of a broader book.
• Background in or strong familiarity with the XR industry is highly preferred; experience with hardware-plus-software deployments, MDM, or IT-adjacent products is a strong plus. Comfortable collaborating with IT teams and navigating technical deployment conversations.
• Familiarity with channel and reseller ecosystems and comfort managing accounts with partner involvement.
• Experience working in HubSpot, Salesforce, Gainsight, or similar CRM/customer platforms, with strong data hygiene habits.
• Excellent communication and executive presence: you can run a QBR, handle a tough renewal conversation, and write a crisp follow-up.
• Analytical mindset with the ability to read usage data, spot risk and expansion signals, and act on them.
• Comfortable with ambiguity and motivated to help build scalable CS processes in a growing organization.
• Customer-first mindset with a genuine passion for helping organizations realize long-term value from ArborXR and building trusted, lasting partnerships.

Originally posted on Himalayas