• Maintain regular, proactive communication with assigned customers and lead them in value-driven strategies • Actively document and execute renewal strategies • Manage resources and use available assets to achieve qualitative and quantitative renewal, usage, and adoption targets. • Keep ahead of industry developments and apply best practices to areas of improvement • Review statistics and compile accurate reporting • Keep accurate records and document customer engagements • Build upon Customer Success procedures, policies, and standards • Take ownership of customer requests and follow through to resolution • Oversee and actively participate in the onboarding process in collaboration with the Onboarding Specialist

• 顧客の事業の中長期構想の策定 • Manabieを活用して顧客を成功に導くためのプロジェクト設計 • Manabieプロダクトの導入~定着プロジェクトをリード • Manabieプロダクトの導入~定着までにかかる施策の企画・業務設計 • Manabieプロダクトの導入~浸透定着を促進するための個別支援 • 顧客の利用度を拡大させるためのKPI・KGIの設定、遂行 • サービス改善のためのユーザーヒアリングおよび機能や方向性について社内展開 • アップセル、クロスセルのための施策策定 • セミナー、ユーザーコミュニティなどイベントの企画、運営

• Develop and maintain strong, long-lasting relationships with assigned customers by acting as their primary point of contact, understanding their business needs, and ensuring their satisfaction with our software. • Conduct Quarterly Business Reviews (QBRs) with assigned customers to assess the current use of the software, discuss upcoming features, and identify any challenges or opportunities for improvement. • Keep customers informed about the latest product developments, upcoming features, and how they can leverage these to achieve their business objectives. Gather feedback to influence future product enhancements. • Proactively identify and drive opportunities for customers to expand their use of our software, whether through additional features, higher-tier subscriptions, or complementary products, aligned with the customer's strategic goals. • Serve as the voice of the customer within the company, ensuring that customer feedback and insights are heard and acted upon by the product, support, and marketing teams. Work with one of our awesome customer advocates Rey, whose favorite fruit is Grapefruit. • Monitor customer health metrics, track the success of implemented strategies, and report on customer satisfaction and retention metrics.

• You'll own a portfolio of French-speaking partners in higher education, mostly health profession programs in medicine, nursing, and allied health. • You'll guide them through their admissions cycle, protect and grow revenue, and build the kind of relationships where partners call you first and refer you to peers. • Leading renewal conversations and ensuring partners continue to see value in the product year over year. • Identifying expansion opportunities and guiding partners toward new tools that support their goals. • Managing account health proactively, not just responding to problems, but sensing risk before it becomes churn. • Supporting French-speaking programs by understanding the culture, context, and pressures that shape how they work. • Building the kind of relationships where partners call you first, refer you to peers, and feel genuinely understood. • Contributing to how we build the Customer Success function and shape playbooks.