• 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

• Own a portfolio of 3 - 5 large enterprise customers and manage these relationships as they move through all phases of the customer lifecycle. • Consult and guide customers to ensure that Thrive solutions are successfully adopted and optimized within the customer's business over time. • Partner closely with the sales team to close expansion opportunities and renewals. • Analyze customer data and seek opportunities to showcase value realized from the Thrive solutions, including through regular business reviews with the customer. • Create “raving fans” and highlight each customer’s success internally and externally as permitted. • Represent the “voice of the customer” and share key insights to ensure that each customer is successful. • Work cross-functionally with Product Management to ensure that customer requirements and product feedback are captured. • Uncover mechanisms for increasing the value of your customer portfolio to the company through marketing initiatives, references, partnerships, market advocacy, social networking, etc. • Bring best practices and new ideas for how to deliver and drive adoption of Thrive’s solutions at scale.