• Serve as the main point of contact for client accounts • Conduct weekly or bi-weekly strategy calls with clients • Maintain proactive communication via calls, messaging, and updates • Ensure clients clearly understand campaign performance and results • Analyze marketing performance across: - Facebook Ads - Google Ads - SEO • Translate marketing data into clear, actionable insights for clients • Provide strategic recommendations to improve campaign performance • Own client satisfaction, retention, and relationship growth • Proactively address issues and prevent churn • Identify upsell opportunities when appropriate • Deliver customized performance reports to clients • Clearly explain campaign metrics and ROI • Coordinate with the fulfillment team to ensure deliverables are completed • Collect client testimonials, referrals, and Google reviews • Maintain strong long-term client partnerships

• Act as the growth architect for a portfolio of global cruise line partners • Analyze historical performance and build rigorous forecasts • Persuade partners to adopt solutions that maximize ancillary revenue • Leverage AI for data-driven expansion opportunities and insights • Coordinate involvement of key executives to drive account results and operational execution

• Understand and track customer strategy and challenges; align Espresa’s Platform with their internal narrative and desired outcomes to maximize insights and value. • Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success. • Partner with the Implementation team during onboarding to ensure a smooth customer handoff, and independently lead customer-facing projects post-launch as needed to drive adoption and milestone achievement. • Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI. • Collaborate with Account Managers on account strategy to build cross-functional relationships, identify upsell opportunities, and support contract renewals. • Deliver training sessions and create resources to empower customer teams to maximize platform adoption and value; serve as a product advocate by surfacing customer feedback and use cases to internal teams to inform product direction. • Develop deep platform expertise to tailor solutions to customer needs, resolve inquiries effectively, and proactively identify product gaps or enhancement opportunities that impact customer outcomes. • Administer various aspects of the platform on behalf of customers throughout the customer journey, as necessary.

• Lead and develop a Global CS Organization – Recruit, mentor, and manage a multi-layered team across NAM and EMEA. Foster a high-performance culture with meaningful visibility into customer-level execution; support Associate Managers’ development into full Manager roles. • Own GRR and NRR Outcomes – Define and track KPIs, including product adoption rates, time-to-value, customer health scores, and NPS; regularly present insights to senior leadership. • Drive Product Adoption and Customer Value – Develop and execute strategies to ensure customers achieve critical adoption milestones and realize measurable business value post-onboarding. • Build Scalable CS Processes – Implement tiered engagement frameworks, playbooks, and health scoring to efficiently support a growing customer base—high-touch programs for enterprise and a digital-first motion for lower-ACV segments. • Champion AI-Powered Customer Success – Drive adoption of AI and agentic AI capabilities across the CS org, including intelligent automation in platforms like ChurnZero and enterprise tools like Claude, to improve CSM efficiency and proactive engagement at scale. • Partner Cross-Functionally – Align closely with Account Management, Implementation, Support, Product, RevOps, and Customer Marketing to ensure a seamless customer journey and shared accountability for retention and expansion goals. • Champion Customer Advocacy – Serve as the voice of the customer internally, channeling actionable feedback to Product and Marketing to improve experience and functionality. • Manage Escalations – Oversee adoption-related escalations and drive timely resolution in collaboration with cross-functional stakeholders.