• Own the client relationship. • Own the plan, not just the relationship. • Run tight meetings with clear outcomes. • Hold the line on scope and commitments. • Handle the operational details that matter. • Work fluently with AI tools.

• Support customer retention, adoption, and engagement across a large digital portfolio of accounts. • Leverage automation, data insights, and targeted customer interactions to ensure successful onboarding and effective platform utilization. • Deliver value-driven customer touchpoints and log interactions in CRM tools (Salesforce, Totango). • Monitor account health and usage signals, escalating issues as needed. • Support renewal readiness and contribute to retention strategies. • Assist customers through onboarding milestones for key feature adoption. • Facilitate training through webinars and digital resources. • Identify revenue opportunities and surface insights to leadership. • Follow established Customer Success playbooks and lifecycle engagement campaigns. • Collaborate with Senior CSMs on digital engagement initiatives. • Share customer feedback for product and process improvements.

• Onboarding new enterprise customers to our SaaS solution and leading the setup and integration projects • Acting as a primary point of contact for customer support, handling helpdesk requests, troubleshooting issues, and ensuring timely, high-quality resolutions • Supporting customers in getting the most value out of our software, combining reactive helpdesk support with ongoing guidance and best practices • Building strong customer relationships, starting with a successful onboarding, continuing throughout the customer journey using our product • Collaborating closely with colleagues in our Sales, Product and Engineering teams to deliver on time, in quality and within budget • Revising our onboarding material and integration process • Gathering customer feedback and identifying customer needs for the continuous improvement of our product • Supporting in business development with industry partners (e.g., SAP, bpc, Theben) • Being adaptable to evolving sales strategies and incorporating feedback for continuous improvement

• Lead technical onboarding for new enterprise customers, from initial setup through full integration • Work with engineering teams to configure Socket across CI/CD systems, build pipelines, IDEs, and internal tooling • Build repeatable onboarding playbooks, scripts, and automations that reduce time-to-value • Investigate and resolve integration, configuration, and compatibility issues • Respond to customer issues in dedicated Slack channels (you're on-call for these) • Use logs and telemetry to identify root causes and document fixes • Escalate to Engineering when needed and follow through to resolution • Run discovery conversations to understand customer goals and use cases • Translate complex product capabilities into practical, developer-friendly guidance • Conduct architecture reviews and security posture assessments • Deliver workshops, office hours, and deep-dives that drive adoption • Bring technical feedback and field intelligence back to Product and Engineering • Surface patterns that inform roadmap priorities • Contribute documentation and internal tooling to scale the Technical Success practice