Udacity LearnVantage Mid-Market Account Success Management Associate Manager

Accenture is a global leader in helping organizations transform how their people learn and work using technology and innovative learning solutions. The role involves defining and executing the Customer Success strategy, building a high-performing team, and driving customer retention and growth through effective management of the post-sales customer lifecycle.

Responsibilities:

• Define and execute the company's Customer Success strategy, aligning customer outcomes with overall business objectives
• Build, lead, and develop a high-performing Customer Success organization, including hiring, coaching, and performance management
• Own the end-to-end post-sales customer lifecycle, from onboarding and adoption through renewal and expansion
• Drive customer retention and growth by being a key influencer of important recurring revenue metrics, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Establish scalable customer engagement models, processes, and playbooks that support company growth and operational excellence
• Develop customer health programs and leverage data-driven insights to proactively identify risks, improve adoption, and maximize customer value
• Partner cross-functionally with Sales, Product, Professional Services, Support, Marketing, and Finance to deliver a seamless customer experience and influence business strategy
• Serve as the executive voice of the customer, translating customer feedback into actionable product, service, and process improvements
• Build executive relationships with strategic customers, leading Executive Business Reviews and ensuring customers achieve measurable business outcomes
• Establish and report on Customer Success KPIs, forecasting renewals and churn, and providing regular insights and recommendations to executive leadership and the Board

Requirements:

• Minimum 5 years of experience in Customer Success, Account Management, Professional Services, or related SaaS roles, with at least 4 years in a senior leadership or director-level capacity managing teams of 5 or more
• Minimum 5 years of hands-on experience owning and reporting on SaaS metrics including ARR, MRR, NRR, GRR, CAC, LTV, churn, and product adoption, with demonstrated ability to influence those metrics directionally
• Minimum 5 years of experience directly owning renewal and expansion revenue targets, with a track record of achieving or exceeding GRR ≥90% and NRR ≥105% (or equivalent benchmarks for your segment)
• Minimum 5 years of experience building or scaling a Customer Success organization in a high-growth B2B SaaS environment (e.g., company growing >20% YoY or from Series B through IPO stage)
• Minimum 5 years of experience presenting business reviews, forecasts, or strategic recommendations to C-suite executives or Board-level stakeholders
• Minimum 5 years of cross-functional leadership experience, formally partnering with Sales, Product, and/or Finance to drive shared outcomes such as retention, adoption, or revenue growth
• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate Degree, must have minimum 6 years work experience)