• Responsible for the end‑to‑end lifecycle of our digital health customers, ensuring strong adoption, sustained utilization, and long‑term customer satisfaction. • Oversees the full customer experience—from timely issue resolution to strategic engagement—while driving operational excellence across the Level 1 and Level 2 support teams. • Anticipates customer needs and proactively drives engagement, adoption, and satisfaction. • Identifies operational gaps and designs improvements that increase efficiency and reduce friction. • Ensures timely resolution of both straightforward and escalated customer challenges.

• Review daily content schedules using a social media scheduling tool • Ensure posts are scheduled at the right times and on the correct platforms • Reschedule or fill in gaps when content is awaiting approval or needs to be moved • Upload and schedule daily video content, including captions and hashtags • Send content to clients for approval and follow up consistently • Assist with newsletter setup, branding, and automation sequences in Beehiiv • Upload newsletter-related videos, set titles and descriptions, and manage publish settings on YouTube • Schedule social media posts to promote newsletters and lead magnets • Monitor client inboxes during lead magnet campaigns and share frameworks as needed • Monitor live content and flag high or low-performing posts • Coordinate internal engagement efforts on key posts • Manage daily workflows for LinkedIn comments, including drafting, approval, and posting • Build great relationships with our clients • Update weekly and monthly analytics trackers for client accounts • Track what content is performing well and where improvements are needed • Prepare data summaries to support monthly client reviews • Keep task management tools like Asana organized and up to date • Maintain a library of SOPs, templates, and client documentation in Google Drive • Support new client onboarding by preparing contracts, payment links, and project setup

• Analyze usage patterns, adoption trends, and user behavior to identify "At-Risk" accounts before they churn. • Design and build high-impact Quarterly Business Review (QBR) decks that clearly demonstrate value (ROI) to Executives. • Translate complex data into simple, actionable insights for non-technical stakeholders. • Act as the "Data Detective" for our complex strategic accounts, investigating anomalies in usage or drop-offs in engagement. • Partner with Customer Success Managers to define success metrics for new pilots and track progress against them. • Develop and maintain the "ROI Calculator" methodology, ensuring our value assumptions remain defensible and grounded in data. • Build and maintain intuitive dashboards in Tableau that allow CSMs to self-serve answers to common client questions. • Collaborate with the Data Engineering team to define requirements for new data tables or metrics needed for business analysis.

• Recruit, onboard, and coach a team of Customer Success Managers (CSMs) • Define and track key performance indicators (KPIs) for your team, including retention rates, expansion opportunities, and health scores • Serve as the senior point of contact for critical customer issues • Ensure your team remains at the forefront of cybersecurity trends, third-party risk management (TPRM), and platform best practices • Partner with Sales, Product, and Engineering to advocate for customer needs and align your team’s efforts with the broader company roadmap • Identify gaps in the customer journey and develop scalable playbooks to improve the "SecurityScorecard experience" across your team’s entire book of business.