• Own the relationship with Nevis’ actual daily users, from onboarding to power-user award. • Build processes and tools to monitor and drive engagement with our products. • Research all the possible ways in which Nevis works and does not work for our customers. • Document and introduce new products and features to customers. • Collect, structure and deliver insightful product feedback to stakeholders. • Provide relevant insights to help founders and team prioritize at all levels.

• Serve as a liaison between business stakeholders and technical implementation: assist with defining and scoping requests. • Perform enhancements, automation, and development within Salesforce: adjust system logic, build complex flows, expand modules, and refine existing functionality for better scalability. • Build and maintain dashboards, reports, and other visualizations to support business insights, as well as validation rules to ensure data quality. • Produce both technical documentation (code, system behavior, integration points) and process documentation (how the business uses Salesforce, workflows, etc.). • Review the current state of Salesforce setup to identify gaps, inefficiencies, or risks; provide recommendations to set up better long-term scalability and success. • Handle day-to-day requests: bug fixes, small enhancements, and questions from users. • Admin responsibility: reviewing/administering structure, permissions, etc.

• Own the CS function with a focus on renewals, churn mitigation, and identifying expansion opportunities. • Design and implement a risk-scoring system to proactively identify and save at-risk accounts. • Partner with Sales, Product, and Customer Engineering to ensure customer feedback directly informs the product roadmap. • Develop the long-term vision for the department, determining exactly when and how to scale headcount versus optimizing existing resources and leveraging AI. • Navigate enterprise customer organizations to build relationships at the highest levels, ensuring Push remains a strategic priority.

• Serve as the primary point of contact for assigned corporate accounts, ensuring successful onboarding, implementation, and ongoing engagement. • Develop and execute account-level strategies that drive retention, expansion, and value realization across multiple contracts, projects, and stakeholder groups. • Take full ownership and accountability of account retention targets, customer solution delivery, and P&L management. • Ensure high levels of customer satisfaction by ensuring successful implementation and service delivery, achieving high account retention levels, and ensuring each account remains a positive reference. • Develop a deep understanding of the competitive landscape and emerging industry trends to retain and grow accounts. • Partner cross-functionally with Sales, Delivery, Product, and IS leadership to influence account strategy, product direction, and resource prioritization. • Proactively identify growth opportunities, renewal risks, and strategic initiatives to strengthen customer engagement and expand account value. • Act as an escalation point for customer issues, balancing advocacy with company objectives. • Collaborate with leadership to define and refine processes, templates, and best practices for the Customer Success organization. • Lead and manage team members with metrics, KPIs, and goal-setting to support a culture of performance and accountability. • Identify and advocate product improvements based on Customers’ needs and industry trends.