Airwave

• Serve as the primary point of contact for key customers throughout the customer lifecycle, including onboarding, adoption, advocacy, renewal, and expansion • Guide customers to become product experts by training users and teams to confidently use the platform independently • Monitor customer health metrics and lead regular business reviews to celebrate wins, uncover risks, and identify growth opportunities • Proactively identify churn or downgrade risks and build action plans to improve retention and customer outcomes • Build strong executive and user-level relationships, acting as a trusted advisor to stakeholders across the organization • Partner cross-functionally with Product, Sales, Marketing, and Support to improve the customer experience and drive long-term success • Represent the voice of the customer internally by sharing feedback, trends, and recommendations that influence product roadmap and strategy • Support product launches and validate new releases to ensure enhancements are customer-ready • Create scalable customer education resources such as training materials, demo videos, help documentation, and best practices guides • Help improve and scale the Customer Success function by identifying process improvements, new engagement strategies, and operational efficiencies • Establish and measure weekly, monthly, and quarterly goals tied to customer adoption, retention, and satisfaction • Introduce and champion AI tools and workflows, including helping the team adopt tools like Claude and AI coworkers to work smarter and faster