Higher Logic
CustomerCareStrategist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Care Strategist at Higher Logic. Skills: customer retention, account management, customer advocacy, strategic planning. Own retention and renewal outcomes. Take a hands-on approach to retaining accounts”
What You'll Achieve.
driving customer adoption; business outcomes; retention; renewals; expansion; advocacy; customer health; protecting retention outcomes; improve outcomes; protect retention; customer retention
Industry & Context.
Ability to identify root causes, assess account risk, and drive practical resolution plans.
What They're Looking For.
Must Have
executive presence, judgment in navigating risk, conflict, and complex customer situations, Ability to identify root causes, assess account risk, and drive practical resolution plans, Excellent verbal and written communication skills, cross-functional leadership skills, organizational and time management skills, Commercial acumen, sense of ownership, urgency, and accountability
What You'll Do.
Own retention and renewal outcomes
Take a hands-on approach to retaining accounts
Lead proactive account reviews
Identify customer challenges and drive action plans
Operate with ownership and urgency
Partner cross-functionally to resolve issues
Identify and communicate upsell or cross-sell opportunities
Capture and elevate customer feedback
Develop and improve playbooks
Provide guidance to Customer Success Managers
Represent Higher Logic with professionalism
How You'll Work.
Team & Collaboration
Partner cross-functionally with Customer Success, Sales, Support, Services, Product, and Leadership to resolve issues, align resources, and move accounts forward.; cross-functional leadership skills, with the ability to influence without direct authority.
Communication Scope
Excellent verbal and written communication skills; leading executive calls; business reviews; high-stakes customer conversations
Full Job Description
The Customer Care Strategist is responsible for driving customer adoption, business outcomes, and retention across an assigned book of business, with a focus on renewals, expansion, and advocacy. This role plays a critical part in delivering a best-in-class customer experience, protecting customer health, and expanding the use of Higher Logic’s products and services. The Customer Care Strategist builds deep relationships with customer stakeholders, understands their business priorities and challenges, acts as a strong customer advocate, and drives solutions that move accounts forward. This role requires a high degree of ownership and a hands-on, whatever-it-takes approach to supporting customers and protecting retention outcomes. ESSENTIAL DUTIES AND RESPONSIBILITES: Own retention and renewal outcomes for an assigned book of business, with accountability for customer health, renewal strategy, and risk mitigation. Take a hands-on, whatever-it-takes approach to retaining customer accounts, stepping into issues directly and doing what is needed to move the account forward. Lead proactive account reviews and executive conversations focused on customer goals, adoption, business value, risks, and next steps. Identify customer challenges, business risks, and gaps in adoption, then drive clear action plans to improve outcomes and protect retention. Operate with a high degree of ownership and urgency, recognizing that no task is too small when customer retention or account health is at risk. Partner cross-functionally with Customer Success, Sales, Support, Services, Product, and Leadership to resolve issues, align resources, and move accounts forward. Identify and communicate upsell or cross-sell opportunities when they align to customer needs and goals. Capture and elevate customer feedback, market insight, and product gaps to help influence company priorities. Develop and improve playbooks, engagement strategies, and operating rhythms that increase team effectiveness and c
Applying for this Customer Care Strategist role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Higher Logic?
Real rants from real employees. Read before you apply.