• Lead onboarding & implementation to ensure fast, successful customer adoption. • Map accounts, identify key stakeholders, and multi-thread relationships. • Own retention, renewals, and long-term customer satisfaction. • Identify upsell and cross-sell opportunities; drive expansion revenue. • Deliver proactive support, QBRs, and value-based recommendations. • Collaborate with Product, Sales, and Marketing to champion customer needs. • Track all activity, insights, and renewal details in HubSpot. • Act as a strategic advisor who ensures customers achieve measurable outcomes.

• Develop and execute strategic success plans for a portfolio of mid-market customers, aligning LeanData usage with their specific business goals and revenue operations strategy. • Serve as a trusted advisor and subject matter expert, proactively consulting with clients on best practices to maximize the value of LeanData's solutions. • Build and maintain strong, executive-level relationships with customer stakeholders across Revenue Operations, Sales, and Marketing teams, acting as the primary point of contact. • Manage the entire post-sale customer lifecycle, from successful onboarding and implementation handover to driving adoption and retention. • Proactively monitor customer health metrics, usage data, and consumption patterns to identify and mitigate potential churn risks and surface opportunities for expansion. • Lead quarterly or regular business reviews (QBRs/EBRs) with key customer stakeholders, showcasing the value achieved and defining the next steps for continued success. • Clearly and distinctly explain complex technological and business concepts to diverse audiences, guiding them on LeanData best practices. • Partner closely with Sales (Account Managers), Professional Services, and Support teams to ensure a seamless and unified customer experience and a smooth transition across lifecycle stages. • Capture customer feedback and advocate internally for product or process improvements, serving as the voice of the customer. • Identify risks to customer success early and collaborate with internal account teams on mitigation strategies. • Achieve and exceed quarterly targets for customer retention, renewal rates, and Customer Satisfaction/Net Promoter Score (CSAT/NPS).

• Lead engagements with Jupiter customers and be accountable for long-term customer success • Map customer organizations to identify additional key stakeholders and potential upsell opportunities • Drive renewal readiness, proactively address risks, lead commercial renewal, and expansion cycles • Perform customer onboarding, implementation, and training • Be the primary point of contact with customers • Generate customer criteria and KPIs that are regularly tracked and updated with the customer • Lead Quarterly Business Reviews (QBRs) • Maintain customer playbooks to track customer insights • Answer technical customer questions and manage internal cross-functional coordination • Monitor customer health scores, identify risk signals early, and create mitigation plans • Collect and distribute key customer requirements and act as a customer proxy when engaging product teams • Analyze product usage, climate analytics results, and adoption data to drive action with customers • Create collateral to drive further customer engagement and develop internal reports to communicate customer status

• Act as the communication hub for customer questions, serving as a strategic business partner and primary support resource. • Ensure a smooth and professional handoff from Sales, with clear documentation of customer goals and expectations. • Lead onboarding sessions introducing tools, contacts, processes, and escalation paths. • Coordinate customer kickoff meetings with Deployment Project Managers, confirming scope, stakeholders, and timelines. • Coordinate internal handoffs between Sales, Solutions, Deployment and Field Service teams. • Ensure all customer legal, financial, and operational documentation is complete prior to deployment. • Coordinate internal teams to resolve customer requests outside of technical service (e.g., billing, scheduling, reporting). • Collect and synthesize customer feedback on deployment and any open items, ensuring a smooth transition to steady-state operations. • Own all post-deployment administrative activities, including scheduling training, securing legal documentation (e.g., Certificates of Insurance, tax certifications). • Serve as the “always-on” liaison for day-to-day communication. • Act as a liaison and support resource for the Formic Automation Community. • Partner with Marketing to identify PR and customer story opportunities • Run NPS surveys and analyze trends in partnership with the CS team. Review results and create follow-up actions to drive continuous improvement. • Maintain “voice of the customer” documentation for executive and sales use. • Proactively distribute updates on downtime, new features, and service improvements.