• Lead structured onboarding and training for new clients, ensuring they understand the platform setup, core workflows, and data integrations. • Conduct ongoing training for existing clients when new features are launched or when adoption gaps are identified. • Run weekly or bi-weekly cadenced meetings with large account stakeholders, proactively identifying issues and expansion opportunities. • Translate customer feedback into actionable product requirements and communicate them effectively to the product and engineering teams. • Create and maintain self-service documentation, FAQs, and training resources to support client autonomy and reduce support tickets.

• Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks. • Meet and exceed net retention and gross churn targets for assigned accounts. • Help customers translate their business use cases into company solutions. • Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times. • Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account. • Deliver all identified touches in the customer journey, including regular cadence success planning, and overall cadence. • Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value. • Understand cancellations and document reasons. • Effectively assemble and leverage internal cross-functional teams to deliver back-to-health plans for distressed customers including Professional Services, Support, Account Executives, and Renewals, as well as customer stakeholders and business partners. • Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions. • Assist the renewal and account management teams in all renewal activities as needed. • Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews. • Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey. • Provide feedback and support to the enablement team in their new initiatives, as necessary. • Maintain updated records and forecasting accuracy in all systems (Salesforce and CS management tool).

• Own a portfolio of accounts: Understand growth drivers, identify opportunities, and manage risks across your book of business. • Achieve retention targets: Meet and exceed net retention and gross churn goals by quantifying customer business value and demonstrating ROI. • Build strong stakeholder relationships: Develop long-term partnerships and navigate challenging conversations with confidence. • Drive post-sale success: Lead onboarding, user adoption, and retention efforts to ensure overall account health. • Execute customer journey touchpoints: Deliver roadmap reviews and cadence communications, logging all activity in CRM systems. • Leverage health analytics: Use data to identify expansion opportunities, churn risks, and satisfaction drivers. • Proactively manage account risks: Collaborate with stakeholders to mitigate risks and maintain customer health. • Coordinate cross-functional support: Assemble internal teams to deliver recovery plans for distressed accounts. • Identify usage patterns: Spot trends to improve organizational adoption of company solutions. • Support renewals: Partner with renewal and account management teams as needed. • Contribute to customer marketing: Help build a library of success stories, testimonials, and reviews. • Participate in CS operations projects: Address gaps in the customer journey through strategic initiatives. • Support enablement initiatives: Provide feedback and assistance to the enablement team. • Maintain accurate records: Ensure forecasting and data integrity in Salesforce and CS tools.

• Manage a digital book of business, engaging customers through a digital-first model to drive retention and growth. • Drive adoption and expansion through strategic touchpoints, campaigns, webinars, and automated outreach. • Analyze customer health signals (usage, engagement, lifecycle stage, risk indicators) to guide proactive engagement. • Prioritize outreach based on revenue potential, risk level, expansion opportunities, and lifecycle stage. • Respond to inbound customer inquiries, troubleshoot issues and ensure timely resolution. • Collaborate cross-functionally with Support, Sales, Product, and RevOps to improve customer outcomes and segmentation models. • Monitor product adoption and deliver enablement resources such as walkthroughs, guides, and best practices aligned to customer goals. • Contribute to scalable success programs by improving digital plays, automation workflows, and identifying friction points.