Strategic Enterprise CSM — Growth & Renewal Leader

Responsibilities

• This is not a support role. You are a trusted commercial partner to your accounts and an internal advocate for their needs. You will lead executive relationships, drive structured expansion conversations, and work closely with Sales, RevOps, and Product to move the needle on SaaS attach and account health
• Drive SaaS upsell and cross-sell across your portfolio — Shield, GuestyPay, and other products — with a structured pipeline and a consistent conversation cadence
• Own expansion ARR targets and report weekly on pipeline, blockers, and close timelines
• Run proactive QBRs and EBRs focused on business outcomes and commercial opportunities, not status updates
• Maintain deep account knowledge — MRR, product adoption, health signals, renewal timing, stakeholder map
• Identify risk early and own recovery plans; churn should never be a surprise
• Ensure accounts are documented and operating within the a...