- Manage the ongoing relationship with assigned customers, serving as their primary point of contact for support, updates, and optimization of their AI solutions. - Conduct Monthly Business Reviews (MBRs) to analyze customer satisfaction, discuss AI performance, and identify opportunities for improvement. - Proactively follow up with clients to identify new use cases, communicate product updates, and ensure they are maximizing the value of our AI solutions. - Actively monitor client accounts to detect signs of churn risk and collaborate with internal teams to develop strategies to improve engagement and retention. - Conduct adoption workshops and training sessions to increase customer proficiency and encourage deeper integration of our tools. - Analyze customer feedback and usage data to identify trends, insights, and areas of improvement. - Work closely with Customer Support, Product and Engineering teams to escalate and resolve technical issues, and provide feedback that contributes to product improvements. - Maintain accurate records of customer interactions and progress using Planhat and other CRM tools.

• Delivers leadership, mission, vision, and strategy to the client success team • Builds, leads, and manages a high performing client success team • Establishes and manages key client relationships and ensures exceptional client service • Serves as a key advisor in business planning and maintains KPI overviews • Assists sales team in lead generation and opportunities • Manages client relationships post-contract execution, ensuring service adherence • Develops action plans for key client deficiencies and assures satisfaction • Identifies strategic opportunities within existing client base • Creates a collaborative growth environment for employees

• Build and maintain strong relationships with customer contacts and internal stakeholders to ensure continuity and progress on customer matters • Partner with customers to drive engagement, retention, and expansion. Conduct Business Reviews with customers to assess progress, understand evolving needs, and align on growth strategies. • Identify potential risks, uncover new opportunities for growth, and recommend strategies for increased adoption. • Act as a trusted advisor to customers, adopting a customer-first mindset to understand their business needs and advocate for their success. • Be able to assess customer needs and how we can help them be successful. • Set clear, transparent goals to meet customer requirements, working closely with internal teams to ensure goal alignment and successful delivery. • Maintain consistent and transparent communication with customers and internal stakeholders, representing the customer’s voice across teams. • Be passionate about data and insights, using data to drive meaningful change and demonstrate measurable impact. • Guide feature adoption and review new features and functionalities of Agiloft to help customers achieve success. • Partner with AMs on renewals and identify and qualify upsell opportunities, contributing to pipeline growth. • Other duties as assigned

• Assist clients & testing partners with the implementation and integration of our products which may include training, troubleshooting and proactive follow up. • Be the day-to-day contact for your clients, responsible for fielding incoming requests from them, proactively engaging them as well as building and expanding relationships. • Provide strategic advice and assist in meeting primary KPIs on clients’ advertising investment by working closely with them in a consultative role. • Provide operational and strategic support for test clients, ensuring smooth onboarding & proper testing structure along with post-test reporting. • Support customers through technical and strategic challenges while also expressing client needs to internal teams to improve the overall product experience. • Proactively monitor campaign performance, identify optimization opportunities, and provide recommendations for improvement. • Analyze client data to showcase value, create actionable solutions and lead initiatives to drive performance and reduce costs. • Identify common customer challenges and partner with cross-functional internal team members to interpret business and product needs. • Understand the full suite of Zefr products and services to identify and deliver on opportunities for additional Zefr-driven value.