• Guide customers through the transition from onboarding/implementation to the CSM phase of their lifecycle • Conduct proactive communication and hold Quarterly Business Reviews to optimize product adoption and identify expansion opportunities • Assess opportunities for product enhancements and liaise with the Product team as necessary • Take ownership of client communication, satisfaction, and retention for assigned accounts • Identify and coordinate clinical trial study design opportunities • Collaborate with cross-functional teams to enhance the overall customer experience, addressing pain points and use cases identified during the sales process and client lifecycle • Address inbound product/feature queries via Live Chat, email, and phone • This role is relationship-centric with some upsell opportunities and potential incentivized commissions

• Architect HubSpot across all Hubs (CRM, Marketing, Sales, Service, Ops) • Design data model, lifecycle stages, pipelines, and core objects • Configure workflows, automation, lead routing, and scoring • Implement and validate integrations with the client’s existing stack • Support data migration, cleanup, and QA • Build dashboards and reporting for operational and executive visibility • Document system architecture and implementation decisions • Deliver clean handoff of a production-ready HubSpot environment

• Own and execute the end-to-end Customer Success strategy across Houzz Advertising and Houzz Software. • Build, lead, and scale a high-performing Customer Success organization including onboarding, account management, renewals, and expansion support. • Establish a customer-centric culture focused on value realization, outcomes, and long-term partnerships. • Full executive ownership of Retention Rate and Product Adoption Rate KPIs across all customer segments. • Design and operationalize programs that drive: Higher renewal rates and reduced churn, Deeper, faster, and more consistent product adoption, Increased customer lifetime value (LTV) • Develop clear success plans, health scoring, and intervention models to proactively manage risk and expansion opportunities. • Define and optimize the customer lifecycle, from onboarding through renewal and expansion. • Ensure seamless handoffs from Sales to Customer Success with clear expectations and success metrics. • Champion the voice of the customer, ensuring feedback loops inform product roadmap, pricing, and go-to-market strategy. • Partner closely with Sales & Revenue Leadership on renewals, expansions, and customer segmentation. • Build a metrics-driven Customer Success organization, with clear dashboards, forecasting, and accountability. • Recruit, develop, and retain top Customer Success leadership and frontline talent.

• Partner closely with customers during their adoption phase to understand their accounting and financial workflows • Solve complex, often ambiguous customer challenges using strong analytical judgment • Build and review financial models to support customer use cases • Translate complex accounting concepts into clear, actionable guidance • Communicate effectively with stakeholders across finance and operations • Serve as a trusted problem-solver and subject matter expert