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.