• Ensure customers successfully adopt and gain value from the Downstream platform • Drive onboarding, adoption, and long-term growth • Partner with AEs and AMs in a pod structure to support activation, engagement, and expansion readiness • Lead customer onboarding, kickoff calls, and initial platform setup • Drive adoption, usage, and self-serve behaviors through demos and engagement tracking • Support customers through their first project/order and onboarding milestones • Conduct 30/60/90-day check-ins with enterprise accounts and maintain stakeholder relationships • Gather and communicate customer feedback to product and internal teams • Support Account Managers with operational tasks and customer requests

• Managing and customizing the CRM platform. • Providing support and troubleshooting for users. • Analyzing data to gain insights. • Collaborating with teams to capture business requirements. • Coordinating integrations with third-party apps. • Training administration, staff, and faculty.

• Customer Communication: Demonstrating value, sharing thought provoking topics, and threat intel. • Strategic Thinking: Identifying areas for growth and long-term success. • Relationship Management: Establish and nurture strong relationships with key stakeholders. • Customer advocacy: Encourage satisfied customers to become advocates, participating in case studies, testimonials and referrals. • Analysis: Identify trends and areas for improvement through analysis of customer data. • Continuous learning: Stay informed on industry trends, competitors and new technologies, continuously improving knowledge to better serve our customers.

• Own onboarding, product adoption, training, renewals, advocacy programs, and expansion across your accounts. • Design and implement scalable Customer Success strategies that align with customer lifecycle stages and revenue goals. • Partner closely with Sales to drive upsells, cross-sells, and identify new revenue opportunities inside accounts. • Build and nurture executive relationships with key customer stakeholders and act as a trusted strategic advisor. • Translate customer feedback into actionable product insights and prioritize features that drive stickiness and revenue growth. • Build and own a comprehensive health scoring system to monitor adoption, engagement, and at-risk accounts. • Create frameworks, QBR templates, customer education programs, and proactive engagement models. • Turn successful customers into advocates through case studies, references, and participation in product advisory boards. • Contribute to the early hiring, mentoring, and scaling of the Customer Success organization as Allium grows.