Senior Client & Developer Success (Sales-Minded)

Location: Remote (US, LATAM, UK, EMEA)
Reports to: Patrick Severs (Head of Talent / Head of Revenue)
Type: Full-time, senior individual contributor

Role summary

You’re the commercial custodian of G2i’s relationships — responsible for ensuring developers succeed, clients are delighted, and monthly retained revenue grows. You’ll nurture developer relationships, run client engagements (a large portion happening in Slack), own churn/renewals/expansions, and partner with Growth/Marketing to amplify G2i’s brand and reputation. You’ll use Salesforce/HubSpot, Box, and Google Workspace to create seamless, low-stress experiences for clients and developers.

Key responsibilities

• Relationship ownership (developers & clients). Build and sustain relationships with curated developers and client stakeholders; primary commercial touchpoint post-sales for upsell/renewals.

• Churn & retention ownership. Own monthly churn / MRR retention (definition: monthly revenue that either extends past its original end date or does not). Track, diagnose, and act on risks to prevent churn and convert expiring engagements into new contracts.

• Upsell & cross-sell. Identify and convert opportunities to post new jobs, sell managed services and human data, and optimize developer utilization. Responsible for expansion quotas.

• Slack-first engagement (major channel). Execute client and developer success workflows frequently in Slack; design and implement conversational touchpoints and automations. (Deep Slack fluency is a bonus, not required.)

• Operational improvement. Map information flows across Salesforce/HubSpot, Box, and Slack to improve handoffs, reduce friction, and create a fast, low-stress environment. Redesign flows and automations rather than building core systems from scratch.

• Strategic problem solving & execution. Act as strategic advisor while also implementing solutions and running playbooks.

• Cross-functional partnership. Collaborate closely with Gabriel Fierria (Head of Talent), Yousra Saleh (Head of Growth), Nachi Levy (AE), and Thea Silaryo (Head of Community).

• Measurement & reporting. Maintain dashboards on churn, MRR retention, expansion MRR, Slack engagement metrics, developer satisfaction, and client health scores. Own the churn number and report it regularly.

• Client/developer success process adherence. Follow and improve G2i’s client/developer success workflows and check-in cadences (internal playbook available).
Developer follow up

Success metrics / KPIs

• Primary: Monthly churn (MRR lost); Net Revenue Retention (NRR); Expansion MRR.

• Secondary: # of upsells / quarter; % renewals when first offered; client & developer CSAT/NPS; Slack response/resolution SLAs; avg time to renewal decision; managed services pipeline value.

• Operational: % of engagements with documented check-ins; automation coverage for recurring Slack touchpoints.

Required experience & skills

• 5+ years in technical recruiting, technical customer success, or account management in a technical marketplace or developer-centric company.

• Demonstrable sales aptitude: quota attainment, expansions, renewals, and upsells.

• Familiar with Salesforce and HubSpot; experienced with Box and Google Workspace.

• Strong analytical literacy — comfortable with MRR/NRR math and cohort churn analysis.

• Strategic thinker who executes — maps processes, writes playbooks, and operationalizes improvements.

• Outstanding written and verbal communication; strong cross-functional stakeholder management.

• Bonus: Deep Slack fluency — running client engagements in Slack, building Slack automations (Workflows, Slack apps, Zapier/Make).

Personal profile

• Sales-minded, consultative, client-first, with a bias for action.

• Calm under pressure, excellent prioritizer in fast environments.

• Ownership mentality and a drive to create low-stress, fast processes.

Tools & environment

• Regularly use: Salesforce, HubSpot, Box, Google Workspace.

• Expected to create and maintain Slack automations and integrations where helpful.