• Manage, coach, and develop 7 CSMs (and growing) through weekly 1:1s, performance reviews, and career development. • Help the team operate as strategic consultants, not reactive support. • Spot where CSM capacity is getting pulled away from strategic work. • Hold the team accountable for renewals, health scoring, and forecasting accuracy. • Partner cross-functionally with Product, Sales, EPD, and other teams to solve problems, not just surface them. • Own learning and development for the team, including conferences, training, and ongoing skill-building.

• Act as the trusted advisor and primary contact for a portfolio of 30+ customers. • Build deep relationships with compliance, risk, security, and audit leaders. • Partner with the Onboarding team to ensure successful customer transition and long-term adoption. • Develop a strong understanding of each customer’s goals, workflows, and product setup to deliver measurable value. • Monitor customer health, usage, and sentiment to identify risks early and proactively improve satisfaction and retention. • Conduct executive business reviews (EBRs/QBRs) that highlight ROI, adoption trends, and future alignment. • Collaborate cross-functionally with Product, Support, and Sales to advocate for customer needs and resolve challenges quickly. • Drive renewals through trusted relationships, transparent communication, and demonstrated customer outcomes. • Maintain detailed documentation, account plans, and customer insights within internal systems (CRM + CS platform). • Contribute to evolving Customer Success playbooks, metrics, and retention strategies.

• Gather and document business requirements for CE solutions • Configure Dynamics 365 CE modules and components • Lead UAT, training, and user adoption activities • Support integrations and data migration validation • Act as functional escalation point for issues

• Analyze customer activity to identify and determine metrics to ensure that customers are leveraging our products effectively and finding value in our services. • Monitor and identify usage trends to uncover risks and support greater adoption rates. • Establish and maintain customer relationships to drive upgrade revenue through increased product adoption and usage. • Become an expert in the products available to our customers and have the ability to educate customers on the use and benefit of our products. • Work cross-functionally with Sales, Product Development, and Services teams to share customer insights to develop new value propositions, build awareness, and reveal expansion opportunities. • Partner with sales team to ensure a smooth transition and onboarding experience.