Senior Customer Success Advocate

LineLeader

9d•Remote

About The Position

LineLeader is seeking a Senior Customer Success Advocate (CSA) to help strategic mid-market customers achieve their objectives and maximize value from the company’s childcare software products. The CSA is a trusted advisor responsible for driving product adoption, retention, and expansion through customer relationships, product and technology expertise, and a practical understanding of customers’ business needs. The role calls for an empathetic, analytical problem-solver who can help customers use digital data and technology to improve their operations and outcomes. The CSA owns post-sales account activities, including renewals, customer health, platform maintenance, adoption, and risk mitigation. They develop and execute Customer Success Plans, assess customer data and KPIs, recommend operational improvements, and deliver Executive Business Reviews. The role also represents the customer internally, working across Product, Engineering, Sales, Professional Services, and other teams to address customer needs. This is a fully remote position for candidates residing in Arizona, Georgia, Illinois, Indiana, or Texas.

Requirements

At least 4 years of experience as a Customer Success Manager or in a comparable role.
Experience with SaaS or cloud solutions and technology.
Analytical and curious mindset with a data-driven approach to problem-solving.
Demonstrated ability to communicate, present, and influence effectively at all organizational levels.
Strong client empathy and ability to understand customers’ business use cases and value drivers, solve complex business problems, and articulate customer needs to internal stakeholders.
Strong communication and customer webinar interaction skills.
Excellent written and oral communication skills in English.
Ability to multitask and provide excellent follow-up in a fast-paced, multiple-account environment.
Demonstrated ability to be proactive, collaborate globally, and take initiative.
Ability to learn quickly and understand and articulate new technologies in the digital landscape.

Nice To Haves

Bilingual or multilingual ability.

Responsibilities

Lead post-sales activities for a portfolio of strategic mid-market customers through relationship-building, product knowledge, planning, and execution.
Own all aspects of customer accounts, including renewals, account health, and platform maintenance.
Understand and translate technical problems into solutions that address customers’ value requirements.
Communicate and present to audiences at all levels within customer organizations.
Retain long-term customer relationships by providing value and acting as a trusted advisor.
Manage time effectively while tracking details and competing priorities across accounts.
Prepare and present impactful, engaging Executive Business Reviews (XBRs).
Analyze data to identify insights and recommend operational improvements.
Identify risks, KPIs, and opportunities for improvement, and collaborate with internal teams on action plans.
Establish and oversee customer adoption, ensure training needs are met, and develop best practices that reduce friction and manual workflows while driving ROI and long-term value.
Proactively identify and mitigate account risks and prevent churn.
Create, plan, and drive Customer Success Plans.
Advise, recommend, and collaborate internally as the voice of the customer.