Customer Journey Management
-Own the end-to-end customer lifecycle for enterprise sector accounts, including onboarding, implementation, adoption, renewal, and long-term retention.
-Lead structured onboarding and implementation, owning enrollment completion rates and time-to-first-value for each account.
-Manage a clean inbound handoff from Sales and a documented account transition, including a mutual success plan with agreed objectives, milestones, and success metrics established within the first 30 days.
-Maintain account health scores using leading indicators (enrollment rate, engagement, sponsor changes, support trends) and run proactive risk-mitigation plays for at-risk accounts.
-Build and maintain a strategic account plan for each enterprise customer, including stakeholder and organizational mapping, whitespace analysis, and a multi-year engagement roadmap aligned to the customer’s priorities.
Value Alignment & Delivery
-Translate DeleteMe’s work into risk-reduction outcomes: deliver exposure-reduction reporting and executive-ready metrics that map removals, coverage, and monitoring to each customer’s security and risk framework.
-Provide Executive Business Reviews to high-value customers on a defined cadence, revisiting the success plan and quantifying delivered value against the customer’s objectives.
-Develop and follow best practices for client engagements, delivering value-adding touchpoints on an ongoing basis.
-Build and maintain trusted, multi-threaded relationships with senior executive sponsors (for example, CISO, General Counsel, or Chief People Officer) and day-to-day champions, ensuring account continuity through sponsor or champion turnover.
Product Adoption
-Drive adoption across complex, multi-stakeholder organizations, including enrollment campaigns, champion enablement, and internal communication strategies for the customer’s protected population.
-Act as a product expert for customers, guiding them on new features, coverage expansions, and privacy best practices relevant to their use case.
Renewals & Revenue Retention
-Own renewals and retention for your book of business, including on-time renewal execution, accurate renewal forecasting, and logo-churn mitigation.
-Navigate enterprise renewal mechanics: budget cycles, procurement processes, and multi-approver sign-off, initiating renewal motions early enough to accommodate them.
-Structure and negotiate multi-year renewal agreements, partnering with Legal, Finance, and Account Executives on complex contract terms, pricing structures, and procurement requirements specific to enterprise buyers.
Expansion & Referrals
-Identify and execute expansion opportunities at renewal (seat growth, coverage tiers, additional departments or populations) in partnership with Account Executives.
-Surface mid-year expansion signals and manage a documented handover to Sales, remaining engaged through close.
-Identify referral and advocacy opportunities, contributing to a reference-able pipeline of customers, case studies, and testimonials that elevate the DeleteMe brand across the privacy industry.
Privacy & Security Advisory
-Serve as a subject-matter resource on personal data exposure threats, including doxxing, data broker practices, and the targeting of executives and other high-profile employees, and advise customers on reducing organizational and individual risk.
-Support customer security and compliance workflows, including security questionnaires, data processing agreements, and conversations about DeleteMe’s security posture, in partnership with internal Security and Legal teams.
Escalation & Incident Support
-Coordinate urgent exposure escalations (for example, a protected individual who is actively being targeted), partnering with internal operations and analyst teams and managing customer communication with urgency, discretion, and composure.
Cross-Functional Collaboration & Voice of Customer
-Collaborate cross-functionally with Account Executives, Product, Support, Marketing, and leadership to deliver a cohesive customer experience.
-Act as the customer’s advocate with internal DeleteMe stakeholders, channeling structured feedback into product direction, onboarding strategy, and service improvements.
-Maintain rigorous CRM and Customer Success platform hygiene, including account records, health scores, success plans, and renewal forecasts.
Data Handling & Confidentiality
-Handle rosters and records of protected individuals with strict confidentiality, adhering to DeleteMe’s data handling, least-privilege access, and information security policies at all times.
Success Metrics
Performance in this role is measured by:
-Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for the assigned book of business.
-On-time renewal rate and renewal forecast accuracy.
-Enrollment/adoption rate and time-to-first-value for onboarded accounts.
-Expansion pipeline sourced and expansion revenue closed at renewal.
-Customer satisfaction and advocacy (NPS/CSAT, references, and case studies generated).
-Depth and resilience of executive sponsor relationships, including multi-threading across the account and time-to-reengagement following sponsor or champion turnover.