Key skills
CloudCSaaSSalesforceCRMLeadershipCommunicationCustomer SuccessAccount ManagementSales
About this role
Role Overview
- Own a portfolio of strategic clients as their primary point of contact and trusted advisor
- Build deep, multi-threaded relationships with executive and operational stakeholders
- Develop and maintain detailed account plans, including growth strategy, risks, and success metrics
- Maintain accurate CRM records, forecasts, and opportunity tracking
- Identify and execute upsell and cross-sell opportunities aligned to client goals
- Partner with Solutions Consultants to deliver ROI-driven proposals and tailored demos
- Drive commercial outcomes while maintaining a customer-first mindset
- Monitor account health, usage trends, and engagement data
- Proactively identify at-risk accounts and execute mitigation plans
- Own renewal strategy in partnership with Sales and Customer Success leadership
- Lead onboarding, adoption strategy, and ongoing success planning
- Deliver training sessions, webinars, and strategic workshops
- Ensure customers are fully leveraging Elite’s platform capabilities
- Translate product value into measurable business outcomes
- Act as internal customer advocate across Product, Engineering, Support, and Marketing
- Provide structured feedback to influence roadmap priorities
- Partner closely with Customer Success, Services, and Sales to deliver seamless customer experience
- Perform other duties as assigned to support departmental and company objectives.
Requirements
- Bachelor's Degree in Business, Marketing, Finance, or a related field or equivalent experience.
- 3–5 years of experience in Account Management, Customer Success, or Strategic SaaS Sales within enterprise or high-growth environments.
- Proven success managing complex, multi-stakeholder accounts with measurable retention and expansion outcomes.
- Preferred experience in legal tech, fintech, or enterprise SaaS environments, supporting on-prem to cloud migrations.
- Strong commercial acumen with demonstrated ability to build pipeline, forecast accurately, and close expansion opportunities.
- Hands-on experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero, Catalyst) to monitor health scores, adoption metrics, and risk signals.
- Advanced proficiency with CRM systems (Salesforce preferred) for opportunity management, forecasting, and account planning.
- Data-driven mindset with ability to translate usage, engagement, and financial metrics into actionable account strategies.
- Demonstrated ability to identify and mitigate churn risk through structured success planning and proactive intervention.
- Exceptional executive communication skills with experience influencing C-suite and senior decision-makers.
- Strong cross-functional leadership skills, partnering effectively with Sales, Product, Services, and Support teams.
- Experience delivering customer enablement programs, including onboarding, training sessions, and strategic business reviews.
- Ability to travel up >50% as business needs require.
- Role requires the following physical capacity: Moderate: 20–50 lbs – frequent lifting, bending, or standing.
- Must be legally authorized to work in Australia; Elite does not provide employment sponsorship for this position.
Tech Stack
- Cloud
Benefits
- Competitive Compensation Package
- Comprehensive Healthcare Coverage (Health, Dental, Vision)
- Retirement Savings Plan with an Employer Contribution
- Professional Development Opportunities
- Time Off
- Wellness Initiatives
- Employee Assistance Program
- Generous Global Parental Leave
- Calm, free premium subscription
- Employee Discount Program