• Serve as the primary point of contact for assigned client accounts • Guide new clients through onboarding and early-stage success milestones • Build strong relationships by understanding client goals, needs, and challenges • Identify opportunities for account expansion, upgrades, and additional services • Conduct regular check-ins and follow-ups to maintain engagement and satisfaction • Track client activity, conversations, and growth opportunities in CRM systems

• Lead and execute CRM campaigns across Email, Push, and SMS, ensuring all communications are launched accurately and on schedule. • Own the maintenance and optimization of existing Lifecycle and Transactional workflows, identifying areas to improve customer engagement. • Lead the QA process for your owned channels, maintaining high standards for technical accuracy and brand consistency. • Analyze performance data to produce weekly and monthly reports, translating metrics into actionable insights for the broader team. • Collaborate with Creative and Product teams to coordinate the production of assets that align with our content strategy. • Contribute to strategic ideation for Batch and Lifecycle campaigns, bringing fresh ideas to enhance the customer experience.

• Assumes ownership of the client relationship within the SMB segment, serving as primary point of contact while building trust and understanding of clients’ businesses • Manages a revenue-based book of business, tracking recurring revenue goals and quotas, churn, and software adoption • Performs proactive client lifecycle calls to educate clients on MSI products and roadmaps to increase awareness surrounding company developments • Identifies opportunities to expand recurring revenue through cross-selling and up-selling • Proactively monitors activity of current customers for signals that require outreach, escalation, or churn • Coordinates and manages client contract renewal process • Drives negative MRR (monthly recurring revenue) churn to maximize the lifetime value of customer • Attends internal trainings on new offerings to maintain knowledge of current product offerings • Takes on new responsibilities when assigned by senior Client Success personnel • Coordinates with clients participating in beta projects to ensure feedback is communicated efficiently to Product and Development teams

• Advise on the development and refinement of collection management processes that enable effective command and control of ISR assets • Support requirements prioritization, validation, and tasking frameworks aligned to future ISR capability integration