• Serve as the primary point of contact for a portfolio of 100 B2B SaaS customers ranging from $15M to $500M in size, ensuring they achieve adoption milestones and tangible ROI.
• Lead renewal cycles—clearly articulating value, uncovering risks early, and driving on-time, successful renewals.
• Conduct regular business reviews to identify outcomes achieved, highlight opportunities for greater adoption, and align customer goals with product capabilities.
• Build and maintain strong, consultative relationships with operational champions and executive stakeholders.
• Maintain an accurate, data-driven view of customer health, renewal forecasts, and risk indicators.

Revenue Retention & Growth

• Own the retention and renewal strategy for your accounts, ensuring high net revenue retention and minimal churn.
• Identify adoption expansion opportunities by understanding customer needs and recognizing where additional products or modules can drive further value.
• Partner with internal teams to reinforce value and mitigate risk, with primary focus on securing renewals and maintaining strong revenue retention.

Operational Excellence & Customer Insights

• Ensure customer data across systems is accurate and actionable, including usage trends, key touchpoints, and sentiment.
• Use analytics to understand adoption patterns, surface risks, and improve renewal predictability.
• Advocate for customer needs internally by representing the voice of the customer to Product, Support, and Leadership.
• Maintain strong working knowledge of White Cup’s product roadmap, the wholesale distribution industry, and customer use cases.

Team Contribution & Continuous Improvement

• Participate in team meetings, cross-functional initiatives, and company-wide programs.
• Keep customer-facing documentation and resources up to date.
• Share insights that help elevate the broader customer experience and internal alignment.
• Uphold company policies and help strengthen a customer-first culture.

What You Bring

• 4+ years of Customer Success experience in a B2B SaaS environment, with a strong track record of driving adoption and renewals.
• Demonstrated success managing a customer portfolio, improving customer health, and securing strong renewal outcomes, including:

Proven experience renewing $100k ARR customers from first to second contracts.

Proven experience building, presenting, and executing growth plans for client executives that resulted in user growth and renewal.

Proven experience working within a growing SaaS company to resolve customer problems in an efficient manner.

• Expertise in CRM systems, salesforce automation, and customer analytics.
• Comfortably and confidently communicate with executive leaders, adapting messaging to senior-level audiences.
• Strong understanding of the SaaS business model, including customer lifecycle management, value realization, and proactive risk mitigation.
• Experience with contract renewals, value-based selling, and objection handling.
• Ability to analyze customer usage data, interpret trends, and translate insights into clear actions that drive outcomes.
• Excellent communication skills, from executive-level presentations to day-to-day engagement.
• Customer-first mindset with a strong bias for solving problems and delivering results.
• Bachelor’s degree preferred.
• Bonus: Experience with wholesale distribution or manufacturing industries.

Why Join White Cup

• Drive measurable customer and revenue outcomes in a role that directly impacts company growth.
• Work with a product suite that delivers clear, tangible value to distributors.
• Join a supportive team and culture where customer success is a strategic priority.
• Competitive compensation, benefits, and long-term growth opportunities.