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About The Position

Requirements

• 3–7 years in a customer success, account management, or customer-facing role at a B2B SaaS company—with direct ownership of a renewal book (not supporting someone else’s).
• Demonstrated experience managing renewals, conducting QBRs, and maintaining high gross retention rates.
• Compliance fluency: working knowledge of at least one regulated framework (FedRAMP, HIPAA/ePHI, ITAR, CMMC, SOC 2, FINRA, or similar). You can discuss audit timelines, data handling requirements, and compliance obligations in a customer conversation without needing coaching.
• Experience building or significantly improving a customer success process, playbook, or system from scratch—in an environment with limited resources or infrastructure.
• Strong organizational skills with the ability to manage a large book of business, prioritize competing demands, and maintain disciplined follow-through on renewals and escalations.
• Exceptional communication skills: you can translate technical compliance concepts for non-technical stakeholders and simplify complex product capabilities for customers.
• Self-starter mentality—you’re comfortable working autonomously, making judgment calls, and operating in a fast-moving environment where the playbook doesn’t exist yet.

Nice To Haves

• Background in GovTech, healthcare IT, defense/aerospace software, or financial services technology—industries where data security is non-negotiable and customers treat compliance as a business-critical function.
• Experience with customer success platforms such as Custify, ChurnZero, Vitally, Gainsight, or Totango.
• Familiarity with SFTP/FTPS file transfer workflows or technical product environments where customer use cases involve infrastructure-level integrations.
• Track record of managing 150+ accounts simultaneously while maintaining high renewal rates.
• Experience working directly with C-suite stakeholders (CISOs, CTOs, compliance officers) as primary points of contact.
• Familiarity with FedRAMP authorization processes and the compliance lifecycle from the customer’s perspective.
• Previous role as the first CS hire or early-stage team member at a growth-stage company.

Responsibilities

• Own the end-to-end onboarding experience for every new Sharetru customer—from signed contract to full adoption and value realization.
• Design and implement a repeatable onboarding playbook tailored to compliance-driven use cases: getting customers securely transferring CUI, ePHI, ITAR, or FINRA data within their first weeks.
• Create onboarding checklists, welcome sequences, and milestone-based check-ins that scale across customer segments.
• Reduce time-to-value by proactively guiding customers through configuration, integrations (SFTP, FTPS, FTPeS), and compliance-specific workflows.
• Identify and address adoption risks early—customers who aren’t actively using the platform within 30 days of kickoff should be on your radar before they become churn risks.
• Own the renewal pipeline end-to-end—forecasting, proactive outreach, negotiation, and close—with personal accountability for renewal targets and gross revenue retention.
• Build and manage a renewal tracking system with 90/60/30-day outreach cadences so no contract expires without a conversation.
• Identify at-risk accounts through usage data, engagement signals, and relationship health—and intervene before it’s too late.
• Surface upgrade and expansion signals (growing teams, new compliance needs, increased usage) and hand off qualified opportunities to the account executive.
• Segment the customer base by ARR and risk profile to prioritize high-touch renewals for strategic accounts vs. scaled motions for the long tail.
• Design and document Sharetru’s customer success playbook from scratch: onboarding workflows, health scoring, risk identification, escalation paths, and renewal cadences.
• Select, implement, and manage a customer success platform (e.g., Custify, ChurnZero, Vitally, or similar) to operationalize health tracking and renewal management.
• Document institutional knowledge from the CEO transition into repeatable processes and customer profiles.
• Create templates and frameworks (QBR decks, onboarding checklists, renewal communication sequences) that can scale as the team grows.
• Conduct Quarterly Business Reviews for strategic accounts—tailored to each customer’s compliance requirements, usage patterns, and business objectives.
• Be the voice of the customer internally—synthesize feedback, usage trends, and churn signals into actionable insights for product, engineering, and leadership.
• Partner with the account executive to ensure smooth handoffs on expansion opportunities and flag accounts where upgrade conversations make sense.
• Identify and cultivate customer champions for case studies, referrals, and references.

Benefits

• Competitive salary
• Fully remote role
• Employer-paid medical
• Employer-paid dental and vision insurance
• 401k/Roth with company match
• Paternity/Maternity Leave
• Paid time off + Medical Leave + 10 company holidays
• Professional Development
• Company provided technology
• Direct access to the CEO and meaningful influence over onboarding, retention strategy, and customer experience
• The opportunity to build and own an entire function from the ground up—not inherit someone else’s playbook
• Work on a product that genuinely matters: our customers rely on Sharetru to protect some of the most sensitive data in their organizations. The work you do has real impact.