• 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.

• Be a partner to enterprise customers, delivering measurable business outcomes and a strong user experience from LeanData solutions. • Lead customer projects from initial implementation through post-launch adoption to achieve measurable business results. • Develop and execute customer success plans that align with the client’s strategic goals and LeanData solutions. • Monitor customer usage, health indicators, and renewal timelines to ensure long-term success and proactive intervention. • Coordinate with internal resources, partners, and client stakeholders to ensure smooth and successful project delivery and value realization. • Build and maintain strong, strategic relationships with executive sponsors and operational stakeholders across the client organization. • Serve as a trusted advisor to end-users and decision-makers, providing strategic guidance to maximize value from LeanData and improve their overall revenue process. • Represent the voice of the customer internally, providing detailed feedback to Product, Engineering, and Marketing teams to influence product roadmap and process improvements. • Work in close partnership with Sales and Account Management teams to drive account growth and renewal. • Identify and drive opportunities for upsell and cross-sell in partnership with account teams, acting as a crucial growth lever. • Identify risks to customer success and retention, proactively building and executing mitigation strategies. • Escalate critical issues when necessary, partnering cross-functionally to ensure timely and effective resolution. • Drive continuous high Net Retention Rate (NRR) within your assigned portfolio of enterprise accounts.

• Act as the main point of contact for all post-go-live client matters • Build strong, trusted relationships with client stakeholders • Schedule and lead client meetings with clear agendas, structured follow-ups, and ongoing cadence • Share relevant product updates, insights, and best practices • Lead QBRs and strategic business reviews • Educate clients on new features and drive adoption • Cultivate advocacy and gather client references • Share marketing collateral and invite to webinars • Drive adoption of new features and track usage metrics • Proactively engage clients with tailored guidance on how to leverage new features • Create and deliver client-facing training materials and walkthroughs • Monitor engagement to identify areas where additional enablement is needed • Own red account reporting and recovery plans • Track product usage, feedback, escalations, and satisfaction • Maintain client CRM records and CSM dashboards • Conduct regular internal reviews to align on account status • Own the commercial renewal process for assigned accounts • Identify expansion opportunities aligned with client needs • Manage and scope client change requests (e.g., policy updates, new locations, new features) • Maintain and update renewal strategy slides; flag blockers early • Partner with Sales and Product to pitch upsell opportunities • Ensure client commitments are managed in JIRA and delivered cross-functionally • Collaborate with Delight, Product, and Advisory teams for seamless delivery • Share client updates bi-weekly in internal forums and dashboards

• Build and maintain strategic relationships with key stakeholders at Linear's largest customers, serving as their primary technical advisor and account partner • Become a product expert across Linear's core platform, integrations, and API; design and implement custom workflows that solve complex business problems and drive measurable outcomes • Lead onboarding, configuration, and ongoing enablement; architect solutions using Linear's features, automations, and integrations to optimize customer processes and expand adoption across teams • Act as the voice of the customer internally; translate customer needs into actionable product feedback, collaborate cross-functionally with product, engineering, and sales to influence roadmap priorities and resolve technical challenges