Job Description

The Customer Care Strategist is responsible for driving customer adoption, business outcomes, and retention across an assigned book of business, with a focus on renewals, expansion, and advocacy. This role plays a critical part in delivering a best-in-class customer experience, protecting customer health, and expanding the use of Higher Logic’s products and services. The Customer Care Strategist builds deep relationships with customer stakeholders, understands their business priorities and challenges, acts as a strong customer advocate, and drives solutions that move accounts forward. This role requires a high degree of ownership and a hands-on, whatever-it-takes approach to supporting customers and protecting retention outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITES:

• Own retention and renewal outcomes for an assigned book of business, with accountability for customer health, renewal strategy, and risk mitigation.
• Take a hands-on, whatever-it-takes approach to retaining customer accounts, stepping into issues directly and doing what is needed to move the account forward.
• Lead proactive account reviews and executive conversations focused on customer goals, adoption, business value, risks, and next steps.
• Identify customer challenges, business risks, and gaps in adoption, then drive clear action plans to improve outcomes and protect retention.
• Operate with a high degree of ownership and urgency, recognizing that no task is too small when customer retention or account health is at risk.
• Partner cross-functionally with Customer Success, Sales, Support, Services, Product, and Leadership to resolve issues, align resources, and move accounts forward.
• Identify and communicate upsell or cross-sell opportunities when they align to customer needs and goals.
• Capture and elevate customer feedback, market insight, and product gaps to help influence company priorities.
• Develop and improve playbooks, engagement strategies, and operating rhythms that increase team effectiveness and customer retention.
• Provide guidance, coaching, and strategic support to Customer Success Managers on complex accounts, renewal risk, and executive engagement.
• Represent Higher Logic with professionalism, accountability, and sound judgment in all customer and internal interactions.
• Perform other related duties as assigned

KNOWLEDGE AND ABILITIES REQUIRED:

• Strong executive presence with the ability to build credibility quickly with senior customer stakeholders.
• Strong judgment in navigating risk, conflict, and complex customer situations.
• Ability to identify root causes, assess account risk, and drive practical resolution plans.
• Excellent verbal and written communication skills, including leading executive calls, business reviews, and high-stakes customer conversations.
• Strong cross-functional leadership skills, with the ability to influence without direct authority.
• Strong organizational and time management skills, with the ability to manage multiple strategic priorities.
• Commercial acumen, including understanding renewal drivers, customer value realization, and growth opportunity identification.
• Strong sense of ownership, urgency, and accountability, with a willingness to step into both strategic and tactical work to support customer retention.