Artisan Talent

• Serve as the primary point of contact for a portfolio of Artisan customers • Guide new users through onboarding and implementation, ensuring they quickly realize value • Provide ongoing support and education to help customers get the most out of Ava and other AI products • Monitor account health and proactively address risks of churn or disengagement • Collaborate with Product and Support teams to communicate user feedback and resolve issues • Help build and maintain documentation, FAQs, and customer education materials • Support the development and execution of customer success playbooks and processes • Track key customer success metrics and maintain up-to-date records in our CRM • Assist with new feature rollouts, adoption campaigns, and customer outreach

• Own onboarding, implementation, and go-live for enterprise clients • Lead strategic business reviews, executive-level check-ins, and ROI discussions with C-suite and senior stakeholders • Monitor adoption, usage, health, and key success metrics (e.g., value delivered, ROI, retention, NPS) • Proactively identify upsell, cross-sell, and expansion opportunities within your accounts • Serve as the primary point of customer escalation alongside customer support, managing complex issues and coordinating resolution with internal teams • Advocate for your clients internally - convey product feedback, feature requests, and customer pain points to drive roadmap prioritization • Build and maintain lasting relationships, ensuring clients view us as a strategic partner, not just a vendor • Develop playbooks, scalable processes, and best practices for Enterprise CSM across the organization