Customer Success Advocate

TL;DR

Customer Success Advocate (SMB/e-commerce): Own and grow relationships with SMB customers from onboarding through expansion, driving contract growth and renewals with an accent on identifying opportunities and user enablement. Focus on building trust-based relationships, cross-functional collaboration, and channeling feedback to product teams.

Location: Hybrid in Exton, PA, US. Requires coming into the Exton office once every other week.

Company

World-leading software company providing solutions for architecture, engineering, and construction infrastructure.

What you will do

• Take accountability for growth of SMB customer portfolio, identifying expansion opportunities.
• Guide customers through post-purchase journey from adoption to expansion.
• Develop deep relationships grounded in customer goals and challenges, leading onboarding sessions.
• Collaborate with Product, Sales, Success, and Marketing teams for seamless experiences.
• Channel customer feedback to inform product development and build user advocacy.
• Educate users on products, staying current on developments and industry trends.

Requirements

• 2-5 years in customer success, account management, or sales with trust-based relationships.
• Manage competing priorities in dynamic environment.
• Strong written and verbal communication and active listening skills.
• Consultative problem-solving using data.
• Operate independently while contributing to teams.
• Genuine motivation for customer success.

Nice to have

• Familiarity with Power BI and/or Salesforce.

Culture & Benefits

• Great team and inclusive culture with global initiatives and resource groups.
• Attractive salary and benefits package.
• Commitment to colleague wellbeing and making a difference in infrastructure.
• No travel required; hybrid work with office visits every other week.