Optimization Manager
$1,600,000–$1,600,000 year
Remote
Job Summary
Own retention and expansion outcomes for a 150+ account portfolio by turning AI-surfaced health signals into signed optimization plans, closed saves, and logged expansion revenue. Decide whether auto-drafted success plans are right for high-risk tiers, override them when necessary, and close renewal decisions on at-risk accounts. Run live optimization sessions to diagnose workflow gaps, negotiate discount and product-swap offers within approved playbooks, and escalate cross-functional issues to Product, Engineering, or Support before they cause churn. Validate ChurnZero health scores and automated SBR/ROI reporting drafts before they reach customers, correcting errors proactively. Your success is measured in dollars retained and opportunities converted, not sessions held. This judgment-first role requires 5+ years in customer success or account management, with a track record of owning retention outcomes for a defined book of business.
Required Qualifications
- Bachelor's degree or equivalent experience
- 5+ years in customer success, account management, or a consultative customer-facing revenue role
- track record of owning retention or expansion outcomes for a defined book of business
- Comfort making commercial calls — discount and product-swap decisions — within an approved playbook
- ability to run a live diagnostic conversation with a customer and land on the right recommendation
- track record of catching a wrong analysis before it ships
- ability to carry an escalation into Product, Engineering, or Support and come back with a decision
- ability to pick up new systems fast enough that unfamiliar tooling is never why you missed a deadline
- Comfort using or learning AI-supported tools (e.g., ChatGPT, CoPilot, or role-specific tools) to improve daily workflows
- A forward-thinking, curious mindset with an openness to experimenting with new technologies
- Strong analytical and problem-solving skills
- sound judgment and creativity in designing solutions
- Proven ability to thrive in fast-paced, high-growth, and rapidly evolving environments
- Ability to work effectively in a remote-first environment
- The ability to travel periodically for work
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