• Evaluate, standardize, and continuously improve the subscription renewal process to reduce churn and maximize recurring revenue. • Drive completion of client renewals 90+ days from renewal date, ensuring accurate and timely execution. • Maintain high rigor around renewal timelines, contract visibility, and reporting via Salesforce. • Serve as subject-matter expert on renewal processes, ERP products, and policy changes. • Support team members in handling complex renewals, escalations, and client objections. • Drive the team to maximize upsell and cross-sell opportunities within the existing client base across multiple ERP products. • Develop and maintain in-life sales framework and playbooks to ensure scalable account growth. • Monitor KPIs for expansion revenue, renewal rates, churn, and client retention; translate insights into actionable strategies. • Collaborate with executive leadership, data analytics, and Marketing to drive results of campaigns and outreach with identified client opportunities. • Serve as a mentor and coach for team members in client-facing sales interactions, quote generation, and strategic account management. • Ensure alignment of CSM verticals and organizational departments to maximize efficiency of sales motions. • Lead and develop a high-performing team of direct reports, providing guidance, coaching, and performance management. • Build processes, tools, and data-driven reporting to optimize team effectiveness and accountability. • Partner cross-functionally with Sales, Marketing, and Product teams to improve client experience and revenue outcomes. • Ensure consistent communication with senior leadership regarding team performance, strategic initiatives, and client trends.

• Onboard and learn about Ellevation, and the work we do to improve outcomes for EL students. • Become familiar with our product offerings, and our customer landscape. • Understand the Partner Success Organization (PSO) approach and how we work within the PSO Department, as well as in close collaboration with the Revenue teams. • Learn the various tools and processes that Customer Success Managers use to facilitate new partner implementation and ongoing engagement. • Shadow Customer Success meetings/calls (i.e. Kickoff, Design, Planning, etc.), as well as online training on all of Ellevation’s products. • Take on your first new partner implementation(s) and begin managing your full caseload partners in Success. • Build relationships with the Account Managers you work closely with to learn more about your partners. • Continue to gain proficiency with the Ellevation product suite and deepen product knowledge. • Begin using the Partner Health Dashboards to better understand partner usage, engagement, satisfaction and other health metrics. • Support partners to understand and adopt new products/features as they are rolled out by sending emails suggesting webinars, links to RC articles, videos, working sessions, etc. • Grow your knowledge and skills as a Customer Success Manager and facilitate the implementation of Ellevation’s suite of products for multiple partners simultaneously. • Deepen your ability to analyze data to monitor partner health, and develop confidence in determining which mitigating saving actions and plays to apply for which partners in a timely manner. • Collaborate with other PSMs and other internal teams (Product Support, Professional Services, etc.) to continually refine our approach to engaging and supporting our district partners. • In collaboration with Account Management, engage with administrators in partner districts to conduct Account Review and Reflection Meetings to ensure districts are set up for expansions and renewals. • Maintain high levels of partner health, including data freshness, Platform usage, Strategies usage, and overall partner satisfaction, while also managing partner expectations. • Listen and learn from partners on current compliance and instructional challenges, and ideate on how the product can best meet district needs. • Act as a subject matter expert for our Product Education team as it relates to the development of Resource Center and Webinar content, and offer suggestions and ideas to improve our resources. • Surface learnings/observations/feedback from our district partners to Ellevation’s Product and Engineering Teams to help inform future product development efforts, and participate in dogfooding and other feedback exercises with the Product team.

• Provide best in class customer support, handling customers proactively. • Model an investigative mentality using data and customer feedback to mitigate issues. • Proactively identify customer needs before they become an issue. • Champion clear communication with internal and external partners. • Develop a deep understanding of Coinbase products and changes in the macro crypto environment.

• Work hands-on in Braze, supporting campaign builds, journeys, triggers, segmentation, QA, and optimisation across markets. • Execute lifecycle campaigns across channels, including email, in-app content cards/messaging, and push, covering onboarding, activation, upsell, and retention use cases. • Support the development of customer segmentation, helping build behavioural cohorts, lifecycle stages, and targeting logic. • Monitor and analyse lifecycle performance, tracking key metrics and supporting reporting on engagement, conversion, and retention. • Assist with experimentation and optimisation, contributing to A/B tests, message iterations, timing optimisation, and learnings. • Collaborate with Product and IT, supporting CRM foundations such as event tracking, taxonomy, and data quality. • Help connect CRM and website experiences, working with Webflow and agency partners to align journeys, landing pages, and conversion paths.