Heretto

• Investigating technical issues not resolved by front-line support • Interacting with customers to understand their technical issues • Managing and resolving escalated issues • Collaborating with customer success teams • Developing code to fix issues • Working with product and QA teams

• Own the end-to-end success of a portfolio of 25–30 enterprise customers primarily in the Western US but also in APAC • Proactively manage renewals and expansions, initiating renewal discussions 6+ months in advance • Identify and execute upsell opportunities in partnership with Sales • Forecast renewals and expansions accurately and maintain a strong view of risk and opportunity across accounts • Build trusted relationships with all stakeholders (economic buyers, executive sponsors, champions, and content operations leaders) • Lead Business Reviews (EBRs/QBRs) focused on value realized, outcomes achieved, and roadmap alignment • Act as the primary customer advocate and internal quarterback across Sales, Professional Services, and Support Development • Contribute to improving Customer Success processes, playbooks, and tools