• Serve as the primary point of contact and for a large and growing portfolio of customers • Own the end-to-end customer experience across hundreds of accounts; nothing falls through the cracks • Deliver a high-touch experience when needed by acting as a problem solver—conduct independent analysis and triage before escalating to internal teams • Develop and own repeatable workflows to scale self-service–led entry with product-led expansion • Collaborate closely with both product and sales teams to align on strategy and execution • Act as an external-facing technical program manager—identify process gaps, advocate for fixes, and recognize when automation is needed, even without writing code • Represent the voice of the customer internally to drive adoption and continuous improvement • Advocate for product and process changes that reduce friction, automate touchpoints, and improve outcomes • Navigate product questions with confidence, escalating appropriately even without deep domain knowledge

• Own the Customer Journey - Lead end-to-end onboarding and implementation for new customers, designing tailored training programs and success plans with clear KPIs and measurable ROI targets. • Drive Product Adoption & Value Realization - Proactively monitor usage metrics, run regular health checks, and champion best practices to turn casual users into power users and advocates. • Lead Quarterly Business Reviews (QBRs) - Plan and facilitate strategic QBRs with technical and commercial stakeholders to demonstrate ROI, align on roadmap priorities, and identify expansion opportunities. • Orchestrate Complex Rollouts - Manage multi-phase deployments for large teams and organizations, acting as the technical quarterback during critical windows to ensure zero downtime and seamless integration. • Be the Voice of the Customer - Channel customer feedback and feature requests directly into the product roadmap, participating in design and testing to ensure we solve real problems for real teams. • Build Long-Term Partnerships - Own retention and renewals, nurture expansion opportunities, and serve as the trusted advisor to technical leaders and decision-makers.

• Manage, coach, and develop a team of Customer Success Engineers. • Drive successful implementations in complex enterprise environments. • Establish repeatable onboarding playbooks, success criteria, deployment checklists, and “time-to-value” targets. • Build and run a customer health and risk program and own renewal readiness. • Partner with Account teams to identify and execute expansion opportunities based on increased product depth and new use cases. • Lead high-severity escalations end-to-end and ensure fast, high-quality resolution while maintaining customer trust and executive alignment. • Influence roadmap with a strong point of view on enterprise readiness and representation of the voice of customers. • Create a structured voice-of-customer pipeline and influence roadmap with a strong point of view on enterprise readiness.

• Solving interesting cases for Bask customers. • Troubleshooting customer issues alongside our engineering team. • Working with other Bask teams to provide advice and assistance, both internally and externally. • Developing and improving internal tools alongside engineering. • Specializing in a few product areas and owning that within the team. • Improving existing, and identifying new, internal documentation, processes and policies. • Assisting Customer Success Managers with Enterprise requests.