Manage onboarding, adoption, retention, renewals, and expansion for a portfolio of CloudLabs customers. Monitor customer health, run business reviews and VoC programs, maintain account plans and CRM forecasts, and act as trusted advisor to drive product value and revenue growth.
This is a remote position.
Shift: Overlap with US business hours
Location: Currently remote, may transition to onsite in future
About the Role
Spektra Systems is looking for an Customer Success Account Manager (Customer Success & Growth) to own and grow a portfolio of CloudLabs customers. This is a revenue role: you carry a renewal and expansion target, and you are accountable for the long-term growth of your accounts. CloudLabs is a consumption- and subscription-based hands-on lab platform used by training providers, ISVs, system integrators, and enterprises worldwide - success in this role is measured by how much more value your customers draw from the platform over time.
Primary Responsibilities
- Own onboarding for new customers — kickoff through first value, so customers see results fast.
- Drive product adoption across all user roles within your accounts, and track adoption rate as a core account metric.
- Monitor customer health and proactively flag and manage at-risk accounts before they become churn.
- Own renewals for your book — forecast accurately and get ahead of renewal risk rather than reacting to it.
- Carry a retention and growth target, including Net Revenue Retention (NRR) and reduction of churn across your accounts.
- Identify and close expansion opportunities — upsell and cross-sell within existing accounts, contributing to new/net-new revenue.
- Run regular business reviews (monthly/quarterly) with your accounts — reviewing usage and adoption, surfacing expansion opportunities, and securing renewals ahead of time.
- Own and run Voice of Customer (VoC) programs — systematically capturing
- customer feedback and feeding it back into product and go-to-market decisions.
- Maintain accurate account plans and forecasts in the CRM for your top accounts.
- Act as your customers' trusted advisor on how to get the most from CloudLabs for their training and enablement goals.
Requirements
What We're Looking For
- Experience in account management, customer success, or post-sale revenue roles in a SaaS environment — subscription or consumption-based commercial models strongly preferred.
- A track record you can point to on retention, NRR/ARR growth, or churn reduction for a book of accounts.
- Comfort owning a number — this is a revenue-accountable role, not a pure support function.
- Experience owning or running Voice of Customer (VoC) programs.
- Strong relationship-management skills across both technical and business stakeholders.
- CRM and sales-intelligence tool discipline — HubSpot, Apollo.ai, and ZoomInfo experience is a plus.
- Excellent written and verbal communication; comfortable running structured business reviews with customers.
Nice to have:
- Experience in a SaaS or subscription/consumption-based business, ideally supporting a technical or platform product.
- Familiarity with Microsoft Azure, hands-on lab/virtual training platforms, or LMS systems.
- Experience with a platform similar to CloudLabs — technical, hands-on, training oriented SaaS products.
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