• Drive customer engagement, best practices, methodologies, and retention strategies • Serve as the primary point of contact and strategic liaison for enterprise accounts • Provide customer training and enablement across the platform and solutions as needed • Consult with partners and clients to identify goals, success metrics, resources, and timelines • Set appropriate expectations and advise customers on best practices and adoption strategies • Own renewals, expansion opportunities, and overall account growth in partnership with cross-functional teams. • Partner with Marketing to develop enablement materials and training resources that drive adoption • Assist in developing best practices and methodologies for customer engagement and platform utilization • Leverage internal tools and collaboration to maintain proactive and consistent client communication • Contribute to go-to-market initiatives that increase adoption of services and solutions • Track, document, and communicate account information using CRM and customer success platforms • Provide regular updates on goals, milestones, adoption metrics, and retention indicators • Support development and delivery of Executive Business Reviews and Success Plans • Perform other duties as assigned

• Manage a portfolio of ~70+ mid‑market AEC customers, with clear ownership for health, adoption, retention, and growth. • Build and execute account plans that achieve portfolio‑level revenue growth (target ~20% YoY) and strong net/gross retention. • Lead onboarding and early lifecycle motion to ensure rapid time‑to‑value and establish core workflows and training. • Monitor usage and health signals; intervene early to address adoption gaps, risks, and new opportunities. • Co‑own renewals with Sales: forecast, prepare and run reviews, and drive timely execution of contracts. • Identify and qualify expansion opportunities (license growth, new units, add‑ons) and partner with Sales to close them. • Act as a trusted advisor on reality capture workflows and program design for AEC customers. • Represent the voice of the customer to Product, Support, and Services, providing structured feedback and use‑case insight. • Use tools like Salesforce, Gong, and Glean to prepare for meetings, capture insights, and maintain accurate account documentation. • Coordinate with Support and Services to resolve issues quickly and maintain confidence in the platform.

• Partner with Account Executives and Account Managers to build growth strategies for your book of business, working collaboratively to secure successful renewals and expansions. • Work with collaborative teams to ensure speed and efficiency in onboarding and adoption of Esusu services to your clients. • Develop customized success plans and partner with our internal client management team to accelerate adoption and provide clients with a path to achieve their goals. • Develop relationships with property managers to understand their business needs and how Esusu provides value in driving key outcomes. • Leverage Esusu product expertise along with client use case knowledge to proactively identify growth opportunities and establish a client feedback loop. • Monitor account health through business reviews and account planning. • Provide ongoing education on Esusu’s suite of services and Financial Literacy topics to property managers and residents. • Actively contribute to team and cross-functional continuous improvement initiatives.

• Develop and maintain strong relationships at all levels within the customer organisation • Develop technical proficiency related to use cases, technical landscape, and Synack solutions • Establish the Synack Customer Success organisation as a trusted advisor early in the customer’s journey • Serve as the customer’s advisor throughout customer life cycle (product kick-off, adoption, proficiency, expansion, and renewal negotiations/close) • Proactively manage the renewal process and negotiations, consistently monitoring and anticipating revenue churn risk to successfully maintain strong customer retention rates aligned with corporate goals • Advocate for the customer by working closely with Synack Product Development and Product Management teams • Develop, deliver and execute customer success plans outlining key stakeholders, as well as critical success factors and measures of success • Orchestrate milestones along the customer journey and conduct Executive Business Reviews (EBRs) with Senior client executives • Partner with sales teams to identify new business opportunities for expanding Synack footprint • Leverage ChurnZero to track customers; product adoption, utilize playbooks, and drive activities/decisions • Maintain strong customer retention rates aligned with corporate goals