• Support Customer Success and Account Management teams with what they need to run their business • Manage case queues efficiently and with attention to detail • Create Salesforce reports and dashboards • Coordinate with Collections Team to manage suspensions and warnings for customers • Support weekly, monthly and quarterly reporting and forecasting • Escalate critical challenges within the owned processes and systems to leadership • Ensure outcome of tasks are aligned with company standards and goals • Regularly communicate with leadership for project updates • Maintain data integrity across systems

• Build and maintain strong customer relationships, serving as the primary point of contact across the full lifecycle from onboarding through renewals. • Lead day-to-day project management, including planning, progress tracking, customer meetings, and issue resolution. • Proactively identify and mitigate customer risks, driving solutions in collaboration with internal teams. • Receive, document, and triage customer-reported issues; assess priority based on business impact and urgency and ensure alignment with internal capacity. • Coordinate cross-functionally with Product, Engineering, Data, and Analytics to ensure customer issues are routed, tracked, and resolved in line with roadmap and sprint priorities. • Communicate transparently with customers on issue status, timelines, and workarounds, managing expectations effectively. • Track and document customer requests and recurring issues, contributing to knowledge base development and continuous process improvement. • Analyze customer data to identify adoption trends, risks, and growth opportunities, providing actionable insights to both customers and internal stakeholders. • Conduct regular check-ins, business reviews, and renewal discussions to drive customer satisfaction, retention, and expansion. • Serve as a trusted advisor, guiding customers on best practices and ensuring measurable value realization from the platform. • Escalate critical issues and advocate for customer needs internally, influencing product roadmap and service delivery. • Own and grow enterprise-level customer relationships, aligning Reveleer’s solutions with customer business goals.

• Own the end-to-end renewal process for partner-managed recurring revenue (base ARR), ensuring high retention and predictable outcomes. • Lead renewal orchestration and execution, including 120-day pre-renewal planning cycles • Build and maintain accurate renewal forecasts and risk visibility • Ensure on-time renewal completion and revenue protection • Manage self-provisioning partner book of business • Drive structured renewal governance and accountability across stakeholders • Establish proactive partner health management to identify and mitigate churn risk. • Define and operationalize partner health scoring frameworks • Monitor adoption, usage, and value realization signals • Identify early indicators of risk and execute mitigation strategies • Lead QBR cadence and governance processes to maintain partner alignment • Act as a trusted advisor to partners, ensuring they achieve measurable value from Smarsh solutions. • Drive adoption strategies and success plans aligned to partner outcomes • Support legacy agreement transitions and contract normalization • Lead escalation management and coordinate internal resources to resolve issues • Ensure consistent engagement across the partner lifecycle, particularly approaching renewal. • Operate as a central coordination point across Channel functions. • Partner with Channel Account Managers on expansion signals, pricing alignment, and commercial strategy • Collaborate with Partner Enablement Manager to ensure enablement readiness and product adoption • Engage Channel Account Manager when expansion opportunities, pricing changes, or competitive risks arise • Maintain clear role boundaries to support the broader channel operating model

• Onboarding and implementation programs that get enterprise customers to first value in weeks, not months—including success milestones, deployment playbooks, and stakeholder alignment • Operationalization frameworks: maturity models, adoption scorecards, and “what’s next” guides that help customers see the full value of the platform • Expansion playbooks that identify when customers are ready to grow—from platform to IGA, from one team to many teams, from initial deployment to full coverage • Customer health monitoring using product usage data, engagement signals, and relationship depth—proactively addressing risk before it becomes churn • Customer proof assets in partnership with product marketing: case studies, reference programs, joint conference appearances, customer advisory board participation • Synthesized customer feedback that shapes product roadmap priorities—not anecdotes, but patterns and evidence that engineering and product can act on • Renewal execution: you own the commercial conversation because you’ve built the trust and demonstrated the value