• Own a portfolio of 25–30 enterprise accounts with full accountability for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), adoption, and long-term value realization • Serve as the primary owner of the overall customer relationship, outcomes, and commercial success • Manage complex, multi-stakeholder enterprise environments and decision-making structures • Develop and maintain outcome-based success plans aligned to customer business objectives and KPIs • Lead enterprise renewal conversations end-to-end, including timeline management, value articulation, risk resolution, and commercial discussions • Plan and deliver Executive Business Reviews (EBRs) focused on outcomes, ROI, adoption trends, and strategic priorities • Partner with Product to communicate structured customer feedback and influence roadmap prioritization • Collaborate cross-functionally to deliver a cohesive and high-quality enterprise customer experience

• Owns a defined portfolio of customers across the lifecycle, including renewals and expansion • Forecasts renewals and expansion in partnership with Sales, with support as needed • Manages timelines, risks, and customer readiness for launches and ongoing programs • Leads executive-facing QBRs for assigned accounts • Partners cross-functionally to deliver adoption, engagement, and value realization • Represents the voice of the customer and escalates risks appropriately • Contributes to CS playbooks, best practices, and process improvements

• Owns a defined portfolio of customers across the lifecycle, including renewals and expansion • Forecasts renewals and expansion in partnership with Sales, with support as needed • Manages timelines, risks, and customer readiness for launches and ongoing programs • Leads executive-facing QBRs for assigned accounts • Partners cross-functionally to deliver adoption, engagement, and value realization • Represents the voice of the customer and escalates risks appropriately • Contributes to CS playbooks, best practices, and process improvements • Owns the most complex, high-revenue, or strategically critical accounts • Drives executive alignment across large, multi-stakeholder customer organizations • Anticipates and mitigates risk before it impacts retention or expansion • Serves as a strategic thought partner to customers, not just an execution lead • Drives internal alignment across Sales, Product, Marketing, and Leadership for priority accounts • Proactively identifies patterns and influences CS strategy, playbooks, and operating model

• Develop and maintain strong client relationships, ensuring alignment with customer needs • Serve as the primary contact for customer inquiries, ensuring timely resolution of issues • Create detailed reports, analysis and recommendations based on Joom Pulse data for our customers • Lead frequent meetings with customers and oversee ongoing product training sessions • Drive growth through upsell/cross-sell opportunities while consistently improving NPS and success KPIs • Facilitate end-to-end customer onboarding and technical adoption of our data tools