• Act as a trusted advisor to VP, Directors, Executives and Engineering Champions • Own the end-to-end commercial health of your customer cohort • Lead Strategic Business Reviews (SBRs) and QBRs • Proactively identify "at-risk" accounts • Serve as the "Voice of the Customer" internally • Leverage automation and CS best practices to manage your portfolio efficiently

• Manage and optimize HubSpot portals for multiple client accounts and internal operations, ensuring platform performance and usability. • Build and maintain workflows, automations, sequences, and lead nurturing campaigns across Marketing and Sales Hubs. • Configure and maintain CRM elements including deal pipelines, playbooks, forecasting tools, and lifecycle stages. • Develop reports, dashboards, and attribution models to track performance, ROI, and marketing-sales alignment. • Implement integrations with third-party tools and maintain data hygiene through segmentation, deduplication, and data management processes. • Conduct portal audits, identify improvement opportunities, and provide strategic recommendations to optimize platform usage and performance.

• own the retention and expansion of an assigned portfolio of accounts • build and lead the Customer Success team • own the renewals and expansion quota across your book • be directly accountable for NRR performance • own renewal cycles end-to-end: forecasting, negotiation & close • identify and develop expansion opportunities across service lines • run structured QBRs with clients • build and maintain account health scorecards • partner with Sales and Delivery to align on client outcomes • manage renewal and expansion pipeline in Salesforce

• Strategic Client Management & Growth: Proactively manage and nurture a portfolio of high-value clients, consistently delivering strategic and tactical recommendations that drive their business growth and strengthen their competitive advantage. • Persuasive Client Engagement: Schedule and lead strategic business reviews (SBRs) and monthly performance or REI calls, proactively identifying issues before they escalate. You must be able to confidently present key insights, address client concerns with data-driven solutions, handle objections with persuasive communication, and guide clients to adopt industry-leading marketing and data best practices that accelerate their business outcomes. • Retention & Advocacy: Develop and execute customer retention strategies, implementing initiatives that demonstrably enhance the overall customer experience and promote the adoption of new features and services. • Team Leadership & Service Operations: Schedule and lead strategic business reviews (SBRs) and monthly performance or REI calls, proactively identifying issues. Present key insights confidently, handle objections with persuasive communication, and guide clients to adopt industry-leading best practices. Lead a mini-team of analysts to resolve client requests efficiently while collaborating with product teams to drive platform improvements. • Performance Monitoring & Reporting: Lead SBRs and monthly performance or REI calls, proactively identifying issues and preventing low engagement. Present insights confidently, handle objections, and guide clients to adopt best practices. Manage an analyst team while collaborating with the product on improvements. Monitor key metrics (retention, churn, NPS) and report red flags to senior management. • Industry Expertise: Maintain updated expertise in Real Estate industry trends and best practices in customer success, account management, and data-driven marketing