• Serve as the primary strategic point of contact for a portfolio of large, strategic M&E enterprise accounts • Own and drive post-sale success, including success planning, execution, and long-term value realization • Lead success planning engagements to define business outcomes, success metrics, and adoption roadmaps aligned to customer priorities • Translate customer goals into industry workflows, solution strategies, and measurable ROI • Build and maintain trusted relationships across executive, business, and technical stakeholders, including C-level • Act as a strategic advisor, bringing industry expertise and thought leadership in Media & Entertainment workflows • Lead Executive Business Reviews (EBRs) to communicate value realization, adoption progress, risks, and forward strategy • Drive broad and deep adoption of Autodesk solutions tied to customer business initiatives • Ensure customers achieve measurable business outcomes and ROI through structured value tracking • Identify and support opportunities for expansion and growth in partnership with Sales and account teams • Monitor account health and customer sentiment, proactively identifying and mitigating risks to adoption and value delivery • Develop and execute risk mitigation and recovery plans, escalating critical issues with clear recommendations • Partner with Sales on renewal readiness and long-term account strategy • Orchestrate internal Autodesk teams (Sales, Consulting, Support, Product) to align the right resources to customer priorities at the right time • Drive alignment across stakeholders in complex, matrixed environments to ensure execution against success plans • Act as the voice of the customer, providing structured feedback and insights to influence internal strategy • Lead complex, multi-stakeholder initiatives that drive transformation across customer organizations • Apply program and change management practices to ensure successful execution of strategic initiatives • Navigate ambiguity, competing priorities, and organizational complexity with a focus on outcomes

Sharetru is the secure file-sharing platform built for compliance-driven industries. We are **FedRAMP Moderate Authorized** **Service **and purpose-built for organizations that need to share controlled unclassified information (CUI), protected health information (ePHI), ITAR-regulated data, and FINRA-governed files without compromise. Our customers—across government contracting, healthcare, defense, and financial services—rely on Sharetru because data security isn’t optional for them. It’s the foundation of their operations. We give them a platform that works the way they work: through our web app, secure links, or automated transfers via native SFTP, FTPS, or FTPeS integration. One platform, multiple options, zero compliance gaps. Today, we serve 675 customers and are growing. We’re building a customer success function from the ground up—and that’s where you come in. The RoleThis is not a steady-state CSM position where you inherit a playbook and run it. **You will be the first dedicated customer success hire at Sharetru.** Your primary mission is twofold: ensure every new customer is onboarded successfully and deeply adopted, and own the renewal pipeline so we retain the customers we’ve earned. Everything else—QBRs, advocacy, customer health—flows from getting those two things right. Upgrades and new revenue opportunities are handled by our account executive; your job is to make customers so successful that those opportunities surface naturally. You’ll report directly to the CEO, who has been the de facto CSM until now. That means you’ll have full context on customer relationships, direct access to executive decision-making, and the autonomy to shape how Sharetru serves its customers going forward. It also means the stakes are real: these are compliance-critical customers whose renewal decisions often hinge on trust, responsiveness, and deep understanding of their regulatory environment. The right person for this role is a builder who is energized by the challenge of creating something from scratch—someone who can design an onboarding workflow that gets a healthcare customer sharing ePHI securely in their first week, then turn around and build a renewal forecasting model that ensures no contract falls through the cracks. If you thrive in environments where the playbook doesn’t exist yet and you get to write it, this is your role. Key Responsibilities**Onboarding (Primary Focus)** - Own the end-to-end onboarding experience for every new Sharetru customer—from signed contract to full adoption and value realization - Design and implement a repeatable onboarding playbook tailored to compliance-driven use cases: getting customers securely transferring CUI, ePHI, ITAR, or FINRA data within their first weeks - Create onboarding checklists, welcome sequences, and milestone-based check-ins that scale across customer segments - Reduce time-to-value by proactively guiding customers through configuration, integrations (SFTP, FTPS, FTPeS), and compliance-specific workflows - Identify and address adoption risks early—customers who aren’t actively using the platform within 30 days of kickoff should be on your radar before they become churn risks **Renewals & Retention (Primary Focus)** - Own the renewal pipeline end-to-end—forecasting, proactive outreach, negotiation, and close—with personal accountability for renewal targets and gross revenue retention - Build and manage a renewal tracking system with 90/60/30-day outreach cadences so no contract expires without a conversation - Identify at-risk accounts through usage data, engagement signals, and relationship health—and intervene before it’s too late - Surface upgrade and expansion signals (growing teams, new compliance needs, increased usage) and hand off qualified opportunities to the account executive - Segment the customer base by ARR and risk profile to prioritize high-touch renewals for strategic accounts vs. scaled motions for the long tail **Build the Customer Success Foundation** - Design and document Sharetru’s customer success playbook from scratch: onboarding workflows, health scoring, risk identification, escalation paths, and renewal cadences - Select, implement, and manage a customer success platform (e.g., Custify, ChurnZero, Vitally, or similar) to operationalize health tracking and renewal management - Document institutional knowledge from the CEO transition into repeatable processes and customer profiles - Create templates and frameworks (QBR decks, onboarding checklists, renewal communication sequences) that can scale as the team grows **QBRs & Customer Advocacy (Secondary)** - Conduct Quarterly Business Reviews for strategic accounts—tailored to each customer’s compliance requirements, usage patterns, and business objectives - Be the voice of the customer internally—synthesize feedback, usage trends, and churn signals into actionable insights for product, engineering, and leadership - Partner with the account executive to ensure smooth handoffs on expansion opportunities and flag accounts where upgrade conversations make sense - Identify and cultivate customer champions for case studies, referrals, and references

• Own end-to-end commercial outcomes for your book: renewals, multi-year conversions, and expansion • Architect and execute success plans and mutual action plans that align sponsors, operators, and executives on measurable outcomes and ROI • Build executive relationships and deliver strategic business reviews connecting UserGems capabilities to pipeline, revenue, and team productivity • Go deep on the product and each customer’s GTM stack. Diagnose adoption and performance issues (from campaign configuration to signal routing to data hygiene) and partner with the customer to resolve them • Navigate technical and commercial ambiguity. Build the structure that isn’t there yet, and bring it back to the team so others benefit • Serve as the voice of your customers internally, translating feedback into prioritized, actionable inputs for Product, Engineering, Marketing, and Sales • Contribute to the team: playbooks, process improvements, customer stories, and enablement that raise the bar for everyone

• Own the full post-implementation relationship for a portfolio of strategic customers, serving as their primary point of contact and senior advocate within Nsight. • Be accountable for retention outcomes across your assigned book of business—churn in your portfolio is your problem to prevent, detect early, and resolve. • Maintain active visibility into the health of every account using data, engagement signals, and direct relationship intelligence to assess risk before it becomes a problem. • Develop and execute account-level recovery plans for at-risk customers, escalating with precision and owning the resolution process from identification through close. • Build trusted, strategic relationships with clinical, operational, and executive stakeholders across customer organizations while penetrating accounts broadly so Nsight has an expansive, multi-threaded presence. • Lead and facilitate Quarterly Business Reviews with clinical and operational stakeholders, delivering data-backed narratives that demonstrate value and reinforce partnership. • Drive retention and expansion by consistently demonstrating value, aligning with customer strategic goals, and identifying new opportunities across service lines. • Manage your portfolio by data, maintain accurate, current records across CRM and CS platforms, and use that data to drive decisions, not just report activity. • Partner with Sales, Implementation, Clinical, and CS Operations to create a seamless customer journey from contract through long-term retention.