Develop and lead the overall CRM evolution to support business goals across marketing, sales, and service
Build and maintain long-term relationships with customers to foster loyalty and satisfaction
Serve as the main point of contact for client inquiries, concerns, and feedback
Analyse customer data and behaviour to identify trends and opportunities for improvement
Develop and implement CRM strategies to enhance customer engagement and retention
Collaborate with sales, marketing, and product teams to align customer strategies with business goals
Monitor and report on customer satisfaction metrics and KPIs
Manage CRM systems and ensure data accuracy and integrity
Lead initiatives to personalize customer interactions and improve service delivery

Bachelor’s degree in Business, Technology, or related field
10+ years of experience in Client Management / Account Management
Proven experience in Customer Success, Account Management, or SaaS implementation
Strong understanding of SaaS business models and customer lifecycle
Excellent communication and relationship-building skills
Proficiency with CRM and CS platforms (e.g., Gainsight, Salesforce, HubSpot)
Analytical mindset with the ability to interpret customer data and trends
Ability to manage multiple accounts and prioritize effectively

Strategic Account Executive

Key skills