About Terros

We help companies optimize their field sales teams with a suite of modern software products which improve canvassing, lead generation, sales rep retention and productivity, and top line sales revenue. We're a startup and we're proud of our fast-paced environment.

Location

Irvine, CA — In Office

Compensation

$60,000–$90,000 base salary, depending on experience

Role Overview

As a Senior Customer Experience Representative (Senior CXR) at Terros, you will be a senior member of the Experience team, elevating customer relationships, driving successful onboarding, and ensuring customers realize consistent value from our platform. You will act as a trusted advisor to our largest and most strategic accounts while mentoring more junior CXRs and partnering closely with Sales, Product, and Engineering to shape product direction and service delivery.

This role suits someone who is highly proactive, comfortable owning complex accounts, and skilled at translating customer needs into actionable product feedback. You will help define best practices across onboarding, adoption, and retention efforts while contributing to process and playbook improvements.

Key Responsibilities

Customer Leadership & Relationship Management

• Serve as the primary, senior point of contact for strategic customers, building long-term, trust-based relationships

• Drive regular business reviews, adoption planning, and executive-level communications

• Identify expansion and retention opportunities, and coordinate with Sales and RevOps to pursue them

Advanced Onboarding & Implementation

• Lead complex onboarding engagements including account configuration, data migrations, integrations, and advanced training

• Coordinate cross-functional resources to ensure successful implementations and timely delivery

• Create and refine onboarding playbooks, templates, and training materials for scalable delivery

Product Advocacy & Feedback

• Act as a subject-matter expert on the Terros platform for customers and internal teams

• Collect, prioritize, and communicate customer feedback and feature requests to Product and Engineering

• Validate product behavior and new releases with customers and provide actionable insights to the product roadmap

Mentorship & Process Improvement

• Provide coaching and mentorship to junior CXRs on account management, onboarding techniques, and customer communications

• Identify patterns in customer needs and onboarding challenges and propose scalable process improvements

• Contribute to internal documentation, training programs, and best practices to elevate team performance

Cross-Functional Collaboration

• Partner closely with Sales during pre-sale handoffs to align on expectations, timelines, and success metrics

• Work with Product, Engineering, and Support to resolve escalations and ensure a seamless customer experience

• Communicate clearly and consistently across internal stakeholders to advocate for customer outcomes while balancing business priorities

What Success Looks Like

• Strategic customers are onboarded efficiently, derive measurable value, and actively expand usage

• High customer satisfaction, retention, and strong NPS scores for assigned accounts

• Clear, actionable feedback loops between customers and Product that lead to meaningful product improvements

• Junior team members demonstrate improved skills and autonomy through effective mentorship

Qualifications

Required

• 4+ years of experience in Customer Success, Account Management, Implementation, or a related customer-facing SaaS role

• Proven track record managing complex or strategic accounts with measurable retention and expansion outcomes

• Excellent written and verbal communication skills, including executive-level presentation ability

• Experience coordinating cross-functional teams and driving projects to completion

• High level of ownership, accountability, and attention to detail

Preferred

• Experience in a fast-growing SaaS startup or B2B technology environment

• Familiarity with integrations, APIs, CRM systems, and data migration best practices

• Experience creating onboarding materials, playbooks, or customer training programs

• Prior experience mentoring or coaching junior team members

Education Recommendation

Recommended (but not required):

Bachelor’s degree in:

• Information Systems (MIS / CIS)

• Business Administration

• Communications

• Operations Management

• Marketing

• Or equivalent professional experience in a SaaS environment

Why Join Terros

• Be part of a growing Experience organization and shape the way we serve customers

• Develop deep product expertise in a sales performance platform used by field sales teams

• Work cross-functionally with teams that value collaboration and customer-first thinking

• Make a direct impact on customer success, retention, and product evolution