Manage and grow strategic relationships with Reforges enterprise clients, including industry leaders like Shopify and Microsoft
Drive activation, retention, and upsell initiatives across key enterprise accounts
Act as a trusted advisor to senior customer stakeholders, aligning Reforge solutions to business goals
Develop and implement customer success playbooks grounded in first principles thinking
Translate customer feedback into actionable insights for Product and GTM teams
Collaborate crossfunctionally to influence roadmap and gotomarket strategy
Build scalable systems and documentation to support enterprise customer growth
Serve as the voice of the customer internally, advocating for longterm success metrics
5+ years of experience in a customerfacing role within a fastpaced SaaS environment
Proven track record managing enterpriselevel accounts and driving measurable outcomes (e.g., retention, expansion, NRR)
Experience building and operationalizing customer success playbooks in mature CS organizations
Strong strategic thinking and communication skills; able to simplify complex ideas
Familiarity with CRM and customer engagement tools (e.g., HubSpot, Iterable)
Comfortable working remotely and adapting to West Coast business hours
Selfstarter who thrives in ambiguity and can build from scratch
Preference for candidates with experience supporting largescale communities or productled growth models
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