• **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

• Build, implement, and manage dynamic, data-integrated lifecycle flows (e.g., onboarding, re-engagement, retention, upsell, win-back) within our email platform. • Plan, build, and deploy marketing campaigns ensuring alignment with marketing initiatives and business goals. • Analyze campaign results against key performance metrics (deliverability, open rate, CTR, conversion, revenue attribution) and optimize content, targeting, and timing. • Define and apply campaign segmentation and exclusion logic, leveraging data and behavioural insights to ensure the right customers receive the right content—for example, targeting only stores or regions participating in featured assortments. • Identify new channel opportunities; test creative approaches, A/B experiments, and messaging strategies. • Share insights and recommendations with the team. • Partner with marketing, product, and analytics teams to align campaigns with broader initiatives and ensure consistent messaging across channels. • Maintain best practices for email compliance (CASL, GDPR, CAN-SPAM) and proactively manage list health and deliverability. • Implement storytelling elements into communications, developing layouts, content, and messaging using insights from past campaigns, competitors, and customer engagement.