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Typeform is a form builder platform serving over 150,000 businesses, generating 500 million responses annually. The Customer Success Team partners with Enterprise customers throughout their lifecycle to maximize product adoption and value realization.
In this role, you will be the primary point of contact for Typeform's Enterprise customers, responsible for driving activation, adoption, retention, and expansion. You'll work with both newly purchased Enterprise accounts and existing customers who have upgraded, serving as a trusted advisor to help them achieve their business goals.
Key responsibilities include:
- Partner with customers at critical lifecycle moments to understand their needs and coach them on using Typeform effectively
- Monitor customer health through internal tools, tracking usage metrics and progress
- Identify and introduce expansion opportunities to grow customer usage
- Proactively engage customers who fall out of engagement cadences to mitigate churn risk
- Negotiate and close renewals and expansion deals
- Deliver account reviews and trend analysis to leadership and cross-functional teams
- Collaborate with Sales, Support, Product, Community, and Marketing teams to ensure smooth customer journeys and provide product feedback
You should have proven experience in customer success or customer relationship management, ideally in a SaaS environment. You excel at building rapport, have a track record of driving expansions and renewals, and are process-driven and analytical. Strong communication skills—both written and verbal—are essential, particularly the ability to translate technical concepts for non-technical audiences. You're naturally curious, collaborative, and thrive in fast-paced environments.
