• Clear and professional communication with subscribers via phone, email, and video conference to collaborate on building their website • Adapt your approach to a wide range of subscribers, from those who are more “hands-on” to those who want more guidance and support • Build subscribers’ websites using our proprietary content management system (CMS) • Notate your work in our client relationship management software (Hubspot) • Manage your calendar and schedule with a workload of 30+ projects • Set proper expectations with subscribers throughout the setup process, keeping them on target and within the expected timeframe • Work closely with other departments (Fulfillment, Domains, Copywriting and Front End Devs) to accomplish tasks related to building or launching websites

• Proactively guide a dedicated portfolio of clients through the customer journey from post-implementation, consistently creating deeper adoption of solutions and ensuring a seamless and successful Granicus signature experience. • Collaborate regularly with the Sales organization to develop territory expansion plans and coordinate customer outreach and touchpoints. • Identify and document expansion opportunities through the Client Services Qualified Leads Program. • Regularly achieve quarterly and annual targets for managing NPS Program responses, Customer Health Score outreach, and Strategic Reviews for your dedicated Customer Portfolio. • Research, and keep current on, relevant client topics such as program background, agency and administration developments, media reports, and developments across industry verticals. • Coordinate and lead new-hire onboarding and boot-camp programs and/or serve as a kick-starter resource. • Proactively identify churn risks within your portfolio and drive mitigation strategies through clear, timely risk reporting, collaborative action plans, and focused retention efforts. • Passionately pursue developments in Granicus product portfolio, as well as SaaS customer-success practices, competitive advancements, and modern engagement trends. • Enthusiastically represent Granicus at internal and external speaking events or webinars as a subject-matter expert in our products and respective civic and citizen knowledge pillars.

• Lead onboarding and activation for new customers transitioning from Sales, ensuring a smooth and successful start. • Conduct product trainings to help partners understand features, best practices, and opportunities for immediate value. • Own a portfolio of SMB restaurant partners as their primary point of contact. • Build strong, trust-based relationships through regular check-ins and strategic business reviews. • Develop and manage customer success plans with clear goals, timelines, and KPIs. • Monitor customer health metrics to proactively identify churn risks and retention opportunities. • Identify and support upsell and cross-sell opportunities aligned with customer needs. • Drive renewal success and long-term account expansion. • Act as the voice of the customer internally—sharing insights and feedback with Product, Sales, and Marketing. • Analyze usage data, performance trends, and campaign results to deliver actionable insights. • Maintain accurate account records and reporting in Salesforce and internal dashboards. • Serve as an escalation point for customer issues, coordinating timely resolution with internal teams.

• Contribute to Customer Support and answer customers’ questions across a variety of platforms, including inbound Support requests as well as Social Media questions and comments. • Review reported comments and profiles, to determine which are in line with our TOS and which should be removed. • Monitor content on sites deemed more likely to have TOS-violating content • Communicate with these sites as needed to provide content moderation guidelines and requirements • Complete users’ data access and data deletion requests • Maintain External and Internal product and process documentation • Work closely with key partners in the policy and privacy spaces, as well as our Data Analytics team to help identify and address relevant issues on the Disqus platform • Escalate issues or concerns as appropriate