• Efficiently manage 200-350 professors throughout their customer journey • Retain and grow the customer user base at each account to meet contract expectations and support the Account Manager in contract renewal • Lead and execute adaptive strategies to expand new instructor adoption within the portfolio, ensuring approaches are responsive to the unique needs and situations of each account. Demonstrate the ability to leverage group demos, referrals, and targeted outreach—while not being limited to these methods—to drive customer adoption across key areas, collaborating with the Account Manager to identify and prioritize opportunities. • Plan and conduct interactive professional development workshops and seminars to train faculty and teachers on integrating Packback into their curriculum and utilization of instructional AI • Facilitate and grow the Packback user community by hosting weekly webinars and fostering discussions on best practices in online discussion facilitation, thus enhancing peer-to-peer support and engagement among educators • Build relationships with campus drivers of Technology usage (Project Leads, Instructional Designers, Course Designers, Building Leaders, etc.). Maintain relationships with Project Leads at select accounts as determined by account health, ACV, and growth potential • Provide 1-1 and group coaching to instructors on pedagogical best practices for utilizing Packback’s available suite options in Packback • Identify and develop relationships with champion users, coordinating closely with marketing to create case studies and testimonials that highlight the transformative impact of Packback on classroom engagement and student outcomes • Monitor customer health scores and initiate proactive outreach for instructors and accounts at risk of churn, deploying targeted interventions to address their specific challenges and improve their overall satisfaction with Packback • Be a product expert on all features and updates to the Packback platform. Maintain current knowledge on Packback's AI-driven features and UX updates. • Collect user feedback to refine training programs and inform product enhancements • Travel nationwide to lead onsite training and lead customer meetings in your territory on the Packback platform and attend company onsite retreats. This could be up to 30%.

• **Own inbound & triage:** Monitor HubSpot inbox/queues, acknowledge within SLA, clarify scope via checklists, set next steps; qualify/route leads and log all activity. • **Quote coordination (SOP-driven):** Create quote requests in **HubSpot** and **Asana**, organize files in **Box**, coordinate pricing with Estimating, manage approvals, issue quotes, track revisions, and keep an auditable trail. • **Customer comms & phone coverage:** AU-time coverage to answer/triage calls, schedule follow-ups, and send professional updates. • **Post-PO handoff & onboarding:** Validate POs, set up jobs/accounts, hand off to **NetSuite/Operations**, send onboarding instructions, and coordinate delivery/installation milestones. • **Install quality support (Build Pass):** Admin access, checklists, photo/compliance capture; chase gaps and escalate early. • **Systems hygiene & reporting:** Keep HubSpot properties/deals pristine; maintain Asana tasks and Box structure; produce weekly dashboards (SLA, quote cycle time, PO handoffs, compliance).

• Support and drive optimization of HubSpot configuration, workflows, and overall system performance • Audit existing CRM setups and identify opportunities for improvement • Assist in CRM setup, onboarding, and enhancements for new and existing client accounts • Collaborate with the data team to ensure CRM configuration aligns with reporting and data pipelines • Strengthen CRM data integrity, governance, and usage standards across teams • Contribute to documentation (playbooks, SOPs, workflows) to support consistency and scalability • Partner with leadership and RevOps to support forecasting, reporting, and operational initiatives • Provide support and guidance on CRM best practices and system challenges • Support onboarding of new sales hires and accounts to ensure adoption and alignment • Contribute to CRM-related projects and initiatives tied to quarterly goals

• Driving process change and product adoption through change management, executive level relationships, project management, and training enablement • Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior • Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value • Championing and owning customer retention and partnering with Account Managers on upsells • Advocating for customer needs and educate them on adopting new features as we continue to enhance the product • Confidently working in an ambiguous environment -- we are a fast moving startup! • Collaborating internally and externally to solve pain points for your customerProviding key contributions to help grow and scale our Customer Success organization