You'll own the full customer journey after the sale, from onboarding and adoption through renewal and expansion. You'll be the person customers trust for advice on their event and engagement strategy, and you'll use AI every day to work smarter, scale yourself and show customers what's possible. You're the kind of person who sees a better way to do something and builds it, rather than waiting to be asked.

Responsibilities

Lead outcome-driven onboarding. Get new customers onboarded quickly and align them on clear success metrics from day one. Be a strategic advisor. Run regular business reviews, bring a point of view on content, engagement and promotion strategy, and help customers tie Seeker results to their own goals and board-level reporting. Use AI to scale yourself. Build AI-assisted workflows for account research, health scoring, QBR prep, usage analysis and customer communications so you can manage a growing book of business without losing the personal touch. Own retention and growth. Monitor account health, spot risk early, act before problems escalate, and find expansion opportunities such as tier upgrades, new XP campaigns or added partners. Partner with the sales team on renewals and upsells. Turn customer wins into proof. Find success stories, gather results and help shape case studies and testimonials. Be the voice of the customer. Bring structured feedback and usage patterns to product to influence the roadmap. Keep enablement sharp. Create and update help docs, demos and training resources, using AI tools to keep them current as the product evolves. Improve how we work. Find gaps in our customer processes, propose fixes and build the playbooks that will let this team grow.

Qualifications

Bachelor's degree or equivalent experience 3+ years in customer success or account management at a B2B SaaS company, with a track record of driving retention and expansion A consultative mindset: you're comfortable leading strategic conversations with directors and executives Hands-on fluency with AI tools (ChatGPT, Claude, Copilot or similar) and real examples of how you've used them to improve your own work or customer outcomes Comfort with data: you can pull usage metrics, find the story in them and turn it into a recommendation Excellent written and verbal communication, including the ability to explain technical concepts simply A self-starter mentality: you're proactive, resourceful and motivated by making things better Experience at an early-stage startup, and comfort with ambiguity and wearing multiple hats Familiarity with CRM and CS tooling (HubSpot preferred) Nice to have: experience in tourism or event technology