Customer Success Consultant - Data Resilience / Salesforce

My client is looking for a Customer Experience Consutlant to own the day to day success of a portfolio of our most important customers. You will be the primary point of contact for Strategic and Enterprise accounts, with a small number of Mid-Market and Growth tier accounts rounding out your book. This is a relationship-first, technically grounded role: roughly 90% of your time will be spent directly engaged with customers, with the remaining 10% coordinating internally with the account team to keep everyone aligned.

You'll be expected to operate independently with minimal oversight, speak credibly to technical stakeholders about their Salesforce data and backup architecture, and act as the single point of accountability for the health of every account in your book.

Location: Remote - Or Boston or NYC area.

RESPONSIBILITY.

What You'll Do

Own the full customer success lifecycle

• Own and drive a defined engagement path for each customer in your portfolio, paced to account tier and lifecycle stage, and keep it tightly aligned with the Account Executive's account plan and growth goals.
• Track and communicate customer health signals, including adoption data, support case trends, and renewal risk.
• Build and maintain strong relationships across your portfolio through regular, proactive communication.
• Spot at-risk accounts early using account health data, and get ahead of the friction points before they become churn risks.

Own escalations and critical moments

• Step into support escalations to manage customer expectations and keep resolution cycles short, partnering closely with the Customer Experience Lead and, where needed, engineering or support.
• Translate technical incidents (backup failures, data restoration issues, integration breakage) into clear, non-alarming customer communication while the underlying issue is being resolved.

Partner across the business

• Serve as the single point of accountability for your accounts, coordinating Sales, Support, and Product around customer outcomes.
• Provide structured feedback to Product on recurring customer friction, feature gaps, and usage patterns.
• Provide regular reporting on account health, adoption, and engagement for your portfolio.

How We'll Measure Success

• Customer retention (40%): maintain greater than 95% of customers retained across your portfolio.
• Gross Retention Rate (40%): maintain greater than 95% GRR.
• Discovery and expansion (20%): identify expansion or discovery opportunities in more than 15% of your accounts.

What You Bring

• 7+ years of experience in a customer-facing role such as Customer Success, Account Management, Technical Account Management, or a similar function managing high-value B2B accounts.
• Salesforce admin-level experience is mandatory.
• Comfort navigating objects, fields, and data models.
• Experience with backup, archival, or data governance and compliance (SOC2, GDPR, HIPAA, disaster recovery, or adjacent backup/DR tooling) is preferred.

PLEASE NOTE: ONLY USA NATIONAL OR GREEN CARD HOLDERS WILL BE CONSIDERED FOR THIS ROLE.

AUTOMATIC DISQUALIFICATION FOR ALL NON-RESIDENTS.