• Serve as the primary owner of customer outcomes for a portfolio of enterprise and SMB accounts across EMEA and APAC • Translate customer goals into structured success plans with clear milestones and value metrics • Guide customers through complex, multi-stakeholder implementations and ongoing program evolution • Surface risks, unblock challenges, and proactively course-correct to protect retention and expansion • Partner with Sales on renewal readiness, expansion opportunities, and strategic account planning • Synthesize customer feedback and usage patterns into actionable insights for Product, Data, and Research teams • Maintain strong operational hygiene across CRM and internal tracking tools • Contribute to scalable CS processes, playbooks, and best practices as the team grows

• Act as the first line of communication for customer inquiries, providing timely, accurate, and friendly support. • Build strong working relationships with educators, administrators, and program leaders. • Conduct routine customer outreach to support adoption, usage, and engagement. • Assist with onboarding processes by preparing materials, coordinating setup, and supporting training sessions led by CSMs. • Lead introductory or 'refresher' product trainings as proficiency increases. • Document onboarding milestones and ensure customers are progressing toward successful implementation. • Log, track, and resolve customer issues while ensuring a smooth handoff to technical teams when needed. • Identify recurring issues and surface insights to improve internal processes and customer experience. • Monitor customer usage data to identify trends and potential risks. • Contribute to customer health reporting and flag at-risk accounts to the Customer Success Manager team. • Maintain accurate and up-to-date CRM documentation (Salesforce, HubSpot, etc.). • Partner closely with CSMs to support account planning, customer communications, and success strategies. • Work with Product, Support, and Implementation teams to advocate for customer needs. • Participate in team meetings, process improvement initiatives, and training sessions.

• optimize the value of the Loop partnership to merchants • guarantee merchants maximize their use of Loop’s product • tackle challenges throughout your career by driving revenue retention and expansion goals for Loop’s mid-market merchants. • engage in regular touchpoints with accounts to avoid churn • increase usage and adoption of Loop’s features by communicating updates to accounts • share customer feedback with the Merchant Success team

• Uphold Cleo’s Customer Success strategy and processes, ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled. • Oversee the customer lifecycle, from launch to renewal, to ensure a seamless and optimal customer journey. • Manage a customer base of 30+ customers, including regular 1-on-1s with key stakeholders and quarterly Executive Business Reviews. • Develop broad and deep customer relationships, promoting strong customer loyalty & highly referenceable customers. • Understand our customers’ organizational structure and develop relationships with key business stakeholders. • Understand our customers’ business and link customer goals to compelling solutions to be delivered. • Proactively assist in problem resolution, both internally and externally. • Maintain accurate records, including detailed documentation of customer service actions and discussions. • Escalate issues appropriately to Services, Support, Product, etc. • Develop compelling recommendations with strong close rates for add-on business. • Invest in developing both yourself and others, and contribute to organizational efforts as required.