• Serve as a strategic partner to clients, aligning SeatGeek’s technology with their business goals to drive revenue growth and deliver win/win solutions • Identify and execute opportunities across product adoption, commercial improvement, and fan experience to improve client performance • Lead business reviews, internal and external, and deliver insights that support renewals, adoption, and overall client success • Leverage strong client relationships to generate advocacy through case studies, referrals, and industry exposure • Manage daily communication, resolve issues, and build trust with a portfolio of clients, including complex accounts • Travel to client events as needed (up to 25-30%) to support client engagement • Analyze product usage, sales, and financial data using tools like Looker, Excel, Google Suite, and internal reporting tools to guide strategic decisions • Quarterback internal projects, collaborating across departments to support client and team-wide requirements and influence roadmaps • Contribute to internal planning efforts, including forecasting, onboarding, and scaling client success operations

• Be the voice of the customer: You must prioritize maximizing customer satisfaction, retention, and growth. You should be able to understand the customers' business objectives and align them with Influ2's offerings. • Act as a trusted advisor: Build and maintain trust-based relationships with our valued customers. This includes proactive engagement, active listening, and empathy. Also, serve as a go-to resource for their inquiries, concerns, and strategic discussions related to Marketing and Sales practices. • Translate complex ideas into actionable steps: Articulate complex ideas clearly and tailor your communication style to different audiences, from mid-level members all the way up to C Suite. • Identify critical insights: Analyze customer data and metrics to identify trends, insights, and areas for improvement. • Demonstrate technical aptitude: You’ll become a subject matter expert by learning the ins and outs of the product. Effectively identifying issues, troubleshooting, and offering customers solutions for resolution will be essential in this role. • Ensure timely delivery of the projects and milestones: You may need to manage multiple customer accounts simultaneously, so strong organizational and project management skills are essential to prioritize tasks, set deadlines, and manage customer expectations. • Partner with Sales, Marketing, and Product Development teams: You will work closely with cross-functional teams across various time zones to align goals, share customer insights, and drive coordinated efforts to deliver customer success. • Participate in on-site customer visits: You’ll occasionally meet with customers on-site to strengthen relationships, lead Executive Business Reviews (EBRs), deliver presentations, and facilitate strategic discussions.

• Analyze and document business requirements • Configure and customize D365 CE modules • Conduct functional testing and user training • Provide support and enhancements post-go-live

• Boost Net Revenue Retention (NRR) by designing, implementing, and optimizing scalable customer success playbooks. • Achieve a Customer Satisfaction (CSAT) score above 90% by owning the data narrative and continuously improving the customer journey. • Reduce customer onboarding time through continuous process improvement. • Develop direct reports by establishing trust and providing clear feedback. • Ensure alignment across departments by building strong relationships and collaborating closely with Sales, Product, and executive leadership.