• Own overall relationship with assigned customers, which include: increasing adoption, driving usage, ensuring retention and satisfaction • Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services • Develop, prepare, and nurture customers for advocacy • Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals • Facilitate a quarterly Executive Business Review to review goals, progress and opportunities • Understand white-space and work to identify and/or develop upsell opportunities • Advocate customer needs/issues cross-departmentally • Manage account escalations • Advocate internally for customer needs and connect on priorities

• Ensure the successful onboarding of new customers, through demonstrable knowledge of our products and methodologies - ensuring they are set up to Operate and Grow better with Paddle. • Help your customers create a world-class online buying experience providing them with best practice guidance on purchase journeys, retention flows and billing operations. • Develop trusted advisor relationships with customer stakeholders and executive sponsors to maximise the value your customers realise with Paddle. • Identify opportunities for strategic and tactical revenue growth and leverage your expertise and influence to ensure the successful execution of those monetisation strategies. • Be an internal advocate for your customers, collaborating closely with cross-functional teams to translate your customers’ business needs into effective customer solutions. • Support our Demand Generation teams by contributing to the development of customer references, success stories and case studies.

• Build and maintain strong relationships with senior management and C-level stakeholders across strategic accounts • Lead and develop a team of account managers, establishing scalable processes across onboarding, implementation, and ongoing account management • Design and optimize end-to-end post-sales workflows to ensure a seamless client experience from contract close through go-live and beyond • Partner cross-functionally with Engineering, Product, Sales, Finance, and Marketing to represent the voice of the customer and influence product direction • Own customer retention, contract renewals, and expansion by identifying upsell and cross-sell opportunities across Polygon Labs’ product suite • Establish data-driven reporting frameworks to track client satisfaction, adoption, and overall account health • Act as the primary escalation point for client issues, including billing, account inquiries, and audit-related requests • Lead regular client engagement cadences, including monthly check-ins and quarterly business reviews • Contribute to revenue tracking, forecasting, and reporting to internal leadership and external stakeholders • Operate as a strategic liaison between clients and internal leadership, ensuring alignment and proactive communication

• Ensure successful onboarding of new customers • Provide actionable guidance on online buying experiences • Develop strong relationships with key stakeholders • Monitor customer health indicators and usage data • Advocate for customer needs across teams • Identify successful customers for references and case studies