• Lead the deployment of successful analytics and insights solutions for prospective clients • Manage effective communication between multiple teams including engineering, product development, account and client team • Manage, mitigate and report the project risks • Assure client satisfaction with the delivery • Provide technical project planning, management and execution for clients • Manage all phases of service delivery for project including analysis and design, configuration and build, testing and training, and deployment

• Maintain a gross retention rate of 90% or higher for assigned accounts. • Identify and address at-risk customers through proactive engagement and personalized strategies. • Conduct regular check-ins and business reviews to assess satisfaction and ensure alignment with customer goals. • Achieve a strong net retention rate by identifying opportunities for upselling and cross-selling. • Leverage a deep understanding of customer objectives and usage patterns to promote additional services. • Collaborate closely with the Account Management team to execute revenue growth initiatives. • Maintain strong CSAT score by delivering exceptional support and strategic guidance. • Connect customers to relevant resources and referral partners as needed. • Provide actionable feedback to internal teams to enhance the customer experience. • Handle escalations with expert-level problem-solving and retention strategies.

• Help shape and scale an exceptional high-touch customer experience across the mid-market segment. • Implement, train, and support the adoption of Ashby with customers across the region. • Partner closely with a talented group of four CSMs on the EMEA Mid-Market team. • Become a product and domain expert to enable customers to make the best use of Ashby to drive hiring excellence.

• Own post-implementation relationships with customers operating WMS-driven fulfillment environments • Drive adoption and optimization of ShipHawk’s WMS and TMS workflows (order routing, picking/packing, shipping logic) • Lead discussions on warehouse operations, operator training, and success planning with a focus on warehouse processes • Conduct business reviews tied to operational KPIs (throughput, pick/pack efficiency, shipping cost optimization) • Proactively identify risks in customer operations and implement action plans to improve retention • Partner with Account Managers on renewals and expansion opportunities grounded in operational value • Act as the voice of the customer to Product and Engineering, especially around warehouse workflows and system integrations • Translate customer operational goals into measurable system outcomes • Analyze usage data and operational metrics to guide customer engagement