Customer Care Strategist

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Own retention and renewal outcomes for an assigned book of business, with accountability for customer health, renewal strategy, and risk mitigation.
• Take a hands-on, whatever-it-takes approach to retaining customer accounts, stepping into issues directly and doing what is needed to move the account forward.
• Lead proactive account reviews and executive conversations focused on customer goals, adoption, business value, risks, and next steps.
• Identify customer challenges, business risks, and gaps in adoption, then drive clear action plans to improve outcomes and protect retention.
• Operate with a high degree of ownership and urgency, recognizing that no task is too small when customer retention or account health is at risk.
• Partner cross-functionally with Customer Success, Sales, Support, Services, Product, and Leadership to resolve issues, align resources, and move accounts forward.
• Identify and communicate upsell or cross-sell opportunities when they align to customer needs and goals.
• Capture and elevate customer feedback, market insight, and product gaps to help influence company priorities.
• Develop and improve playbooks, engagement strategies, and operating rhythms that increase team effectiveness and customer retention.
• Provide guidance, coaching, and strategic support to Customer Success Managers on complex accounts, renewal risk, and executive engagement.
• Represent Higher Logic with professionalism, accountability, and sound judgment in all customer and internal interactions.
• Perform other related duties as assigned

KNOWLEDGE AND ABILITIES REQUIRED:

• Strong executive presence with the ability to build credibility quickly with senior customer stakeholders.
• Strong judgment in navigating risk, conflict, and complex customer situations.
• Ability to identify root causes, assess account risk, and drive practical resolution plans.
• Excellent verbal and written communication skills, including leading executive calls, business reviews, and high-stakes customer conversations.
• Strong cross-functional leadership skills, with the ability to influence without direct authority.
• Strong organizational and time management skills, with the ability to manage multiple strategic priorities.
• Commercial acumen, including understanding renewal drivers, customer value realization, and growth opportunity identification.
• Strong sense of ownership, urgency, and accountability, with a willingness to step into both strategic and tactical work to support customer retention.