• Manage daily incoming customer emails and routine inquiries, owning requests through to completion and escalating issues to the CSM or Instructure Support when appropriate. • Drive the renewal journey by gathering account intelligence, preparing necessary documentation, and communicating potential risks or growth opportunities to the CSM. • Build data-driven presentations that highlight customer health, usage trends, and goal alignment. • Manage meeting scheduling, prepare email drafts, and assist in the preparation and execution of "one-to-many" initiatives, including Webinars and Office Hours. • Maintain high standards for CRM hygiene by ensuring all customer data, engagement notes, and contact information are current within Gainsight and Salesforce. • Assist in the launch and implementation phase for new customers and products to ensure a smooth transition onto the Instructure platform. • Stay current on all Instructure product updates, new feature releases, and evolving internal processes to ensure accurate information sharing and operational efficiency. • Tackle assigned projects as needed to improve internal workflows or enhance the customer experience.

• Manage the Instructure customer experience for all customers within your territory • Work collaboratively with Sales and Renewals to increase market share from the existing account base and identify new business-to-business opportunities • Act as liaison between the customer and Instructure • Understand the customer’s vision and goals with the Instructure Learning Platform and help them achieve success • Act as the voice of the customer, sharing key insights and challenges with Instructure’s Product and Strategy teams. • Accountable for Customer Satisfaction and working closely with Sales and Renewals to achieve growth targets.

• Work closely with customers to ensure a smooth and effective onboarding experience. • Build and maintain long-term relationships with telecom customers, ensuring regular check-ins, address any concerns, and ensure satisfaction. • Proactively ensure that customers are maximizing the value of the software by providing insights and guidance on best practices. • Escalate and/or assist in troubleshooting when necessary. • Act as the voice of the customer by relaying feedback to internal teams, influencing product enhancements to the benefit of all SaaS customers. • Manage the renewal process by addressing concerns early and identify upsell opportunities. • Identify at-risk accounts and take action to prevent churn with a focus on maintaining high net retention. • Provide ad-hoc gap-training and ensure customers are informed of new features.

• Own the client relationship: build deep partnerships with C-suite, VPs, directors, and clinical leaders; run all client meetings, check-ins and QBRs. • Lead outcomes: define success metrics, build adoption plans, and ensure our clients win • Drive expansion: identify opportunities, ensure pilots are successful, demonstrate measurable ROI on the metrics our clients care about *(e.g. hours saved, increased revenue, staff satisfaction).* • Playbook building: Build the playbook for how we consult and support our highest value accounts • Be the voice of the client internally: translate real-world pain into roadmap priorities and ensure Sully ships what moves the needle for our clients