Job Description

Role

You are a proactive, relationship-driven operator ready to own a multi-million-dollar book of business end to end - this includes onboarding, activation, adoption, renewal, and expansion. Your mission is to be a premium partner from kickoff to renewal: drive measurable value quickly, protect the base with world-class retention, and expand Hadrius across each customer’s compliance stack.

You’ll be the primary post-sale point of contact from day one, guiding implementation alongside our FDE/Implementation team, ensuring fast time-to-value, and then multi-threading to executive stakeholders to grow the account. This role blends trusted advisor, program manager, and revenue owner. You’ll work directly with the founders to deliver outstanding outcomes while building the playbooks that let us scale.

Responsibilities

First week

• Ramp on our ICP, value proposition, Hadrius platform, pricing/packaging, and roadmap.
• Learn onboarding/implementation flows, CRM hygiene standards, and communication playbooks.
• Shadow kickoffs, QBRs/EBRs, and renewal calls; document objections and success patterns.
• Begin owning a small set of accounts to establish relationships and success plans.

First month

• Fully own onboarding and activation for assigned accounts.
• Hit fast time-to-first-value (target under one week) and secure testimonials for newly onboarded clients within 30 days of go-live.
• Build stakeholder maps and executive alignment; set QBR cadences with clear success metrics.
• Create 90-day renewal/expansion plans for any relevant accounts; open and progress qualified expansion opportunities.
• Partner with Sales/FDE teams to remove blockers

First 3 months and beyond

• Own and protect a multi-million ARR book with best-in-class gross/net retention.
• Drive strong net revenue retention via cross-sell, seat/usage expansion, and disciplined price uplifts.
• Build and manage a rolling expansion pipeline with clear next steps, close plans, and reliable forecasting.
• Execute renewals end-to-end (strategy, proposal, commercial terms, redlines/procurement) with 90-day plans in place for 100% of renewals.
• Instrument account health (usage KPIs, risk flags 120+ days pre-renewal); lead saves on at-risk accounts.
• Close the loop with Product and Engineering on gaps and wins; contribute to pricing/packaging and enablement.
• Codify and iterate playbooks for onboarding, expansion, renewals, and executive alignment.

About you

• Customer advocate with commercial acumen: you balance long-term value with near-term outcomes.
• Project/program manager: you run complex onboardings and drive adoption to plan.
• Sales infrastructure fluent: renewals, price increases, multi-year structures, order forms, and approvals.
• Seller’s toolkit: discovery, multi-threading, cross-sell/upsell, negotiation, and objection handling.
• Cross-functional operator: you collaborate tightly with Sales, FDE/Implementation, and Engineering.
• Data-driven and disciplined: you use telemetry to prioritize, forecast accurately, and maintain pristine CRM hygiene.
• Clear communicator: crisp writing, strong executive presence, and meeting facilitation.

Qualifications

• 2+ years in Account Management/Customer Success or other client-facing roles in B2B SaaS, owning revenue outcomes.
• Proven track record protecting large books and expanding accounts.
• Experience leading implementations and driving measurable time-to-value.
• Bonus: compliance/financial services/regtech background; early-stage startup experience.

Benefits

• 401k (100% match up to 6%)
• Destination Airbnb company work retreats 2–4 times a year
• Healthcare, dental, vision, etc.

Interview Process

1. 15 minute initial phone screen: basic role eligibility questions to assess initial fit
2. 30 minute culture fit: In-depth assessment of your drivers, work ethic, goals, and more to determine mutual fit
3. 60 minute on-site: Meet the rest of the team
4. Reference calls