• Manage a portfolio of 150 SMB accounts, maximizing the impact and value of Nooks to users, stakeholders, and their business. • Onboard new customers, ensuring a seamless integration of Nooks into their sales processes. • Analyze customer usage metrics to identify Nooks features that might provide value and proactively lead upsell conversations. • Monitor customer health metrics and develop proactive plans to address areas of concern. • Assist with Technical Support for your customers as needed. • Help us develop a scaled approach for customer success and retention, ensuring customer needs are met efficiently. • Serve as the voice of the customer within Nooks, providing product feedback to ensure SMB customer requirements are successfully met.

• Serve as the primary point of contact for a portfolio of Artisan customers • Guide new users through onboarding and implementation, ensuring they quickly realize value • Provide ongoing support and education to help customers get the most out of Ava and other AI products • Monitor account health and proactively address risks of churn or disengagement • Collaborate with Product and Support teams to communicate user feedback and resolve issues • Help build and maintain documentation, FAQs, and customer education materials • Support the development and execution of customer success playbooks and processes • Track key customer success metrics and maintain up-to-date records in our CRM • Assist with new feature rollouts, adoption campaigns, and customer outreach

• Own onboarding, implementation, and go-live for enterprise clients • Lead strategic business reviews, executive-level check-ins, and ROI discussions with C-suite and senior stakeholders • Monitor adoption, usage, health, and key success metrics (e.g., value delivered, ROI, retention, NPS) • Proactively identify upsell, cross-sell, and expansion opportunities within your accounts • Serve as the primary point of customer escalation alongside customer support, managing complex issues and coordinating resolution with internal teams • Advocate for your clients internally - convey product feedback, feature requests, and customer pain points to drive roadmap prioritization • Build and maintain lasting relationships, ensuring clients view us as a strategic partner, not just a vendor • Develop playbooks, scalable processes, and best practices for Enterprise CSM across the organization

• Develop and implement digital sales strategies • Analyze data using data analytics programs • Interpret data to optimize sales strategies • Configure and manage the CRM system for customer support • Identify sales opportunities and customer needs • Build and maintain customer relationships in digital channels • Achieve sales targets and revenue growth