• Manage ongoing client relationships as a product and best practice expert • Monitor client health and engagement using internal dashboards • Engage with client stakeholders to identify, define, track, and measure the overall impact of NGP VAN software • Provide visibility and advocacy regarding client health and needs

• You're responsible for the gross retention of your book of business, ensuring customers renew with Expel because they recognize us as indispensable to their security program. • You accomplish this by owning the strategic relationship with economic buyers and key decision-makers, orchestrating internal resources to deliver technical value. • You lead quarterly business reviews, accurately forecast renewals, and identify expansion opportunities for Account Executives to pursue. • When technical depth is needed, you partner with Technical Account Managers or pull in Security Solutions Engineers and Technical Support Engineers. • You drive structural improvements to how Customer Success operates by identifying systemic gaps in the customer journey, designing solutions, and driving implementation across the organization. • Your success is measured by At-Bat Renewal Rate (ABR) and Dollar-Based Gross Retention (DBGR) within your portfolio.

• Own the full customer lifecycle, from onboarding to renewal, ensuring a smooth, positive, and impactful experience. • Serve as a trusted advisor to our clients, aligning Portcast’s solutions with their strategic goals and addressing their unique challenges. • Identify and execute expansion opportunities (upsell, cross-sell, increased usage, new teams, new regions) by deeply understanding customer goals, pain points, and internal decision processes. • Partner closely with Sales on trial conversion and commercial conversations, ensuring smooth handovers, strong engagement, and high conversion rates. • Collaborate with cross-functional teams, including product and engineering, to communicate customer feedback and influence improvements that enhance Portcast’s value proposition. • Develop and execute tailored success plans for each client, conducting regular check-ins, Quarterly Business Reviews (QBRs), and strategic sessions to drive adoption and satisfaction. • Analyze customer data and metrics to provide actionable insights, continuously refining the client journey for optimal impact. • Create and refine processes that streamline the customer journey, making it frictionless, value-driven, and measurable. • Implement engagement strategies to drive customer retention and satisfaction, ensuring clients remain long-term advocates of Portcast.

• Manage client relationships and ensure customer satisfaction • Drive engagement throughout all stages of the customer journey • Consult with customers to understand their business goals • Collaborate with cross-functional teams to enhance the customer experience • Act as a liaison between customers and senior leadership • Contribute to process development and organizational growth projects