• Serve as the primary strategic partner for complex agency organizations, owning value realization across multiple brands, clients, regions, or lines of business. • Advise agencies on scaling influencer programs across clients, balancing standardization with flexibility based on client needs. • Build deep, multi-threaded stakeholder relationships across strategy, activation, analytics, and executive partners, including holding company and regional partners where applicable. • Drive strategic business reviews, maturity assessments, and growth planning sessions that map CreatorIQ into agency workflows, resourcing models, and client deliverables. • Partner with Strategic Insights Managers to deliver off-platform analysis, benchmarks, and strategic recommendations that support customer evolution. • Use data to proactively identify opportunities and risks, influence adoption, and support continuous program growth. • Collaborate cross-functionally with teams including Implementation, Product Education, Support, Sales, and Insights to ensure a seamless, value-focused customer experience. • Act as a thought partner to agencies on program governance, measurement frameworks, and operational best practices in influencer marketing. • Maintain account documentation (success plans, meeting recaps, engagement history, health indicators) to support consistent, proactive account management.

• Operationalize CS Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development. • Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment. Use these insights to provide early warnings and refine CS strategies. • Optimize the Customer Journey: Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal. • Support Strategic Planning: Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision making. • Drive Process Improvements: Identify inefficiencies and implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes. Implement & deploy KPIs to measure performance against strategic initiatives. • Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc) • Collaborate Cross-functionally: Ensure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth. • Support Change Management: Lead the roll-out and adoption of new processes or workflows to the CS team. Partner with Enablement on larger scale change programs.

• Own the post-sale handoff from Sales through seller launch; ensure sellers are onboarded, trained, operationally ready, and running their first successful auctions. • Educate sellers on Marketplace workflows, listing best practices, inspections, pricing, and auction cadence to ensure they are set up for repeat success. • Serve as the primary point of contact for a portfolio of Marketplace sellers; manage day-to-day communication, planning, and ongoing support. • Proactively monitor seller health, engagement, and auction activity to identify risk and intervene before churn or inactivity occurs. • Work with sellers to improve auction outcomes through better inventory mix, listing quality, timing, pricing strategy, and operational readiness. • Use Salesforce to execute playbooks, track seller health, and report on activation, retention, and engagement metrics. • Identify qualified opportunities for additional Autura products or services and route them to the Sales team. • Handle cancellation requests, objections, and seller issues; coordinate with Ops, Product, and Finance to resolve blockers. • Build relationships with decision-makers, champions, and day-to-day users within seller organizations. • Partner with Sales, Marketplace Operations, Product, and Marketing to deliver a seamless seller experience from launch through ongoing operations. • Capture seller feedback, obstacles, and success stories and relay them to the Director of Customer Success to continuously improve the seller journey.

• Customer care: From contract signing onward, you will be responsible for managing our B2B customer relationships. • Discovery expert: Through proactive communication with our customers, you quickly identify their wishes and needs and initiate improvement measures. • Product champion: You respond to customer-specific inquiries about our product and support customers in using our platform optimally. • Happiness management: You develop strategies to increase our Customer Lifetime Value and ensure that our customers' expectations are not only met but exceeded. • Team player: You work closely with Sales, Product Development, and Customer Support to achieve the best outcomes for our customers.