Own the team's renewal ARR targets and NDR goals and be accountable for outcomes, not just activity.
Define, track, and improve goals across the portfolio: NDR, expansion ARR, and renewal rate.
Present compelling renewal performance data, customer insights, and strategic recommendations to the ELT and Board with clarity and confidence.
Establish clear individual quotas for CSMs and run rigorous pipeline reviews, coaching to close gaps and reinforce high-performance behaviors.
Identify at-risk accounts early; lead and support intervention strategies before risk becomes churn.
Identify and activate expansion pathways beyond renewals, including partner referrals, case studies, peer convenings, and thought leadership visibility.
Build a disciplined account planning process that drives long-term strategy for each client relationship, not just quarter-to-quarter renewal management.
Serve as a key strategic partner to the leadership team, contributing to organizational planning, innovation, and partner impact strategy.
Champion the adoption of AI and advanced analytics to gain deeper client insights, predict needs, and personalize interactions at scale.
Represent Catchafire at industry conferences, webinars, and events to strengthen customer relationships, expand our partner network, and help identify opportunities for growth and collaboration.
8 -10+ years of experience managing and leading Customer Success, Account Management, Sales, or other revenue-facing functions.
Experience managing teams with retention, expansion, or variable compensation goals.
Proven quota-carrying experience; you have owned a renewal or expansion ARR number, not just supported one.
Demonstrated track record of owning NRR and driving expansion within complex, multi-stakeholder enterprise accounts.
Strong cross-functional leadership skills with the ability to influence senior stakeholders and drive alignment across teams.
Demonstrated operational strength, including building processes, improving workflows, and driving forecast rigor.
Strong business judgment and comfort making decisions in ambiguous, evolving environments.
Strong analytical instincts; you use data to identify risk, prioritize effort, and communicate customer health clearly to internal stakeholders.
Mission aligned: Influences strategic decisions and initiatives to align with Catchafire's mission. Actively seeks opportunities to advocate for and advance the mission within teams and projects.
Business acumen: Leads strategic initiatives within their function and cross-functionally. Demonstrates a deeper understanding of market trends and our competitive landscape (is able to anticipate and to respond to changes in the market to align with business and mission goals). Influences decision-making and annual strategic planning.
Customer-driven: Drives a customer-driven culture within Catchafire. Anticipates future customer needs and actively shapes strategies to meet them. Resolves complex customer issues and influences cross-functional teams to prioritize customer satisfaction.
Strategic vision and execution: You can see the long-term picture for the portfolio and for each partnership, and you know the path to get there. You often see opportunities before anyone else does and you're effective at bringing your team and your partners along because you can make the way forward feel clear and inevitable.
