LeanData

Role Description As a Digital CSM, you will own a portfolio of 250–300 smaller commercial accounts and will be the architect and operator of a scaled, AI-augmented coverage model. This is not a traditional CSM role. You won't be meeting and defining outcomes, driving adoption and engagement, educating on the product, solving issues or advising - the agents will. AI agents handle health scoring, risk detection, opportunity identification, and call prep (as needed). You handle the moments that machines can't: - Re-engaging at-risk customers - Spotting expansion opportunities - Translating LeanData's value into language that sticks - Inspiring customers to do more with LeanData This role is ideal for someone who is energized by scale, comfortable building and operating AI tools, and motivated by the challenge of building something new — not inheriting a playbook. What You'll Own - Portfolio Health & Retention - Own retention outcomes across a 250–300 account digital portfolio, with AI agents as your first line of monitoring and customer engagement - Triage AI-surfaced risk signals and determine when human engagement is required vs. when an automated playbook is sufficient - Intervene on churn risk, silent accounts, and adoption drop signals before they become losses - Partner with Account Management on expansions - Adoption & Value Delivery - Automate the guidance given to customers to get them towards deep adoption of LeanData's core workflows — routing, matching, and orchestration — as the primary retention lever - Use AI-generated summaries and in-product benchmarks to help customers see their value without requiring a live EBR - Identify customers who have plateaued in adoption and design targeted re-engagement sequences - Expansion & Growth Signals - Monitor AI-ranked expansion signals and convert top opportunities through self-serve or light-touch engagement - Surface multi-threading opportunities in single-stakeholder accounts and introduce LeanData to additional personas - Partner with AEs on accounts showing expansion readiness above a defined ARR threshold - Digital Program Design - Contribute to the design and iteration of automated touchpoint sequences, playbooks, and nurture programs for the digital tier - Identify gaps where AI coverage is insufficient and flag for human escalation or program improvement - Experiment with in-product messaging, video outreach, and community-led engagement as low-cost, high-scale channels Qualifications - 1-3 years of Consulting, Customer Success, Account Management, or related experience in B2B SaaS - Analytical mindset: able to interpret health score trends, usage data, and risk signals to prioritize action - Comfort operating with AI tools, automation platforms, and data-driven workflows; enhance and build new agents that are needed - Strong understanding of RevOps, Marketing Ops, and GTM Ops, key workflows, and empathy for the challenges faced by the people running these operations - Strong written communication: you'll do more via email, video, and async channels than on live calls - Experience with running a book of business in a data-driven manner through a CS platform Requirements - Demonstrated ability to manage a high-volume account book (100s of accounts) with strong retention outcomes - You've worked in a scaled or digital CS model before and know the difference between coverage and connection and when to apply the appropriate touch - You're excited about AI as a force multiplier and have used AI to build things to make yourself more efficient and or to improve the customer experience - You think in portfolios, not individual accounts — you make triage decisions, not just relationship decisions - You have a bias for building: you'll improve playbooks, flag gaps, and contribute to a model that doesn't fully exist yet - Salesforce proficiency Benefits - LeanData covers employee insurance premiums up to 90% - Stock options in LeanData for all full-time employees - Flexible PTO - 401K plan

• Own and lead the full, end-to-end enterprise sales process across EMEA • Build LeanData’s enterprise customer relationships in the region, acting as a trusted advisor to senior stakeholders and C-level executives • Collaborate cross-functionally with Account Development, Marketing, and Revenue Enablement to build and progress pipeline • Proactively prospect and identify new, qualified enterprise opportunities • Present and demonstrate LeanData’s value to executive audiences, tailoring messaging to regional market needs • Consistently achieve and exceed revenue targets • Play a key role in shaping LeanData’s EMEA sales motion, feedback loops, and enterprise GTM strategy

• Develop and execute strategic success plans for a portfolio of mid-market customers, aligning LeanData usage with their specific business goals and revenue operations strategy. • Serve as a trusted advisor and subject matter expert, proactively consulting with clients on best practices to maximize the value of LeanData's solutions. • Build and maintain strong, executive-level relationships with customer stakeholders across Revenue Operations, Sales, and Marketing teams, acting as the primary point of contact. • Manage the entire post-sale customer lifecycle, from successful onboarding and implementation handover to driving adoption and retention. • Proactively monitor customer health metrics, usage data, and consumption patterns to identify and mitigate potential churn risks and surface opportunities for expansion. • Lead quarterly or regular business reviews (QBRs/EBRs) with key customer stakeholders, showcasing the value achieved and defining the next steps for continued success. • Clearly and distinctly explain complex technological and business concepts to diverse audiences, guiding them on LeanData best practices. • Partner closely with Sales (Account Managers), Professional Services, and Support teams to ensure a seamless and unified customer experience and a smooth transition across lifecycle stages. • Capture customer feedback and advocate internally for product or process improvements, serving as the voice of the customer. • Identify risks to customer success early and collaborate with internal account teams on mitigation strategies. • Achieve and exceed quarterly targets for customer retention, renewal rates, and Customer Satisfaction/Net Promoter Score (CSAT/NPS).

• Be a partner to enterprise customers, delivering measurable business outcomes and a strong user experience from LeanData solutions. • Lead customer projects from initial implementation through post-launch adoption to achieve measurable business results. • Develop and execute customer success plans that align with the client’s strategic goals and LeanData solutions. • Monitor customer usage, health indicators, and renewal timelines to ensure long-term success and proactive intervention. • Coordinate with internal resources, partners, and client stakeholders to ensure smooth and successful project delivery and value realization. • Build and maintain strong, strategic relationships with executive sponsors and operational stakeholders across the client organization. • Serve as a trusted advisor to end-users and decision-makers, providing strategic guidance to maximize value from LeanData and improve their overall revenue process. • Represent the voice of the customer internally, providing detailed feedback to Product, Engineering, and Marketing teams to influence product roadmap and process improvements. • Work in close partnership with Sales and Account Management teams to drive account growth and renewal. • Identify and drive opportunities for upsell and cross-sell in partnership with account teams, acting as a crucial growth lever. • Identify risks to customer success and retention, proactively building and executing mitigation strategies. • Escalate critical issues when necessary, partnering cross-functionally to ensure timely and effective resolution. • Drive continuous high Net Retention Rate (NRR) within your assigned portfolio of enterprise accounts.