• Champion the Customer as our Compass by placing the customer experience at the strategic priorities • Architect the CS Strategy by delivering global vision and solutions leveraging AI • Drive Revenue & Lifecycle Growth, overseeing Customer Success team activities • Lead a Global Transformation, hiring and mentoring a world-class team • Optimize Customer Lifetime Value through customer journey definition and actionable insights gathering • Pioneer Tech-Forward Efficiency by enhancing Customer Success with technology • Forge Cross-Functional Partnerships with Sales, Marketing, and Product teams • Measure & Report Effectiveness through operational metrics tracking

• Carry a direct book of named, high-value accounts — including Federal customers and priority enterprise clients — as a hands-on post-sales owner, not a manager removed from the work • Serve as the executive-level point of contact for key stakeholders within Federal agencies, system integrators, contractors, and government-adjacent organizations — building and maintaining trusted relationships at both operational and executive levels • Develop and maintain account success plans that align customer goals with product adoption milestones and measurable renewal outcomes • Own the renewal motion for your accounts with full pipeline accountability — including forecast accuracy, risk identification, and executive escalation when needed • Navigate the unique compliance, contracting, and stakeholder complexity of regulated and Federal environments as a practitioner, not just a manager • Directly manage Technical Account Managers, dedicated client TDMs, and future post-sales hires as the team grows — acting as the management layer between ICs and the CCO • Establish a consistent post-sales operating cadence: QBRs, health scoring, renewal forecasting, escalation protocols, and customer onboarding handoff standards • Create, document, and continuously improve the post-sales playbook — turning what works in individual accounts into repeatable, scalable processes across the team • Coach, develop, and retain ICs through regular 1:1s, career pathing conversations, and real-time deal coaching on their most complex accounts • Hire and onboard future post-sales team members as the portfolio expands to new named accounts • Partner closely with Account Executives to ensure clean handoffs, shared account strategy, and full AE focus on net-new business — not renewals or ongoing customer management • Collaborate with Technical Account Managers to align technical enablement, platform adoption, and issue resolution with broader customer success goals • Serve as the authoritative voice of the customer internally — translating field intelligence into actionable product, engineering, and leadership feedback • Provide CCO-level visibility into portfolio health, renewal pipeline, risk flags, and team capacity through regular reporting and executive updates • Support pre-sales positioning on strategic deals where post-sales credibility and Federal account expertise are a competitive differentiator

• Process renewals on time, incl. pricing in accordance with contractual requirements. • Identify upsell and cross-sell opportunities within the customer base. • Ensure high levels of customer satisfaction by assisting customers with product usage. • Become intimately familiar with the assigned account base and become the trusted advisor to the customer. • Maintain a working knowledge of competitive product lines. • Develop and present customized presentations to assigned clients. • Work directly with Actimize product management to deliver feedback from clients. • Measure success via tracking of client retention and revenue growth. • Follow the company Code of Ethics at all times. • Communicate in an effective and professional way with customers.

• Mentor and grow teams of Customer Success Managers and Renewal Managers across enterprise and commercial segments. • Own GRR and NRR for the AMS region, delivering improved adoption, renewals, and value realization. • Bring rigor to forecasting, renewals, adoption scoring, and account coverage. • Collaborate with Sales, Renewals, Product, Engineering, Marketing, and Enablement to drive account growth, forecast accuracy, product feedback, and customer adoption programs. • Launch and oversee regional programs aligned with global strategy. Identify portfolio growth opportunities, shape coverage models, and act as a change agent in Wrike’s evolving CS organization.