• Manage a high‑volume book of SMB and mid‑market accounts • Drive engagement through scaled touchpoints rather than manual check‑ins • Prioritize accounts based on health, risk, and opportunity • Ensure customers launch successfully and reach early time‑to‑value • Monitor usage and proactively intervene when accounts stall • Partner with onboarding to ensure smooth, consistent handoffs • Design and execute scalable programs such as email sequences, webinars, and in‑app engagement flows • Build repeatable playbooks for onboarding, adoption, and renewal • Continuously improve processes to support more customers efficiently • Identify at‑risk accounts early using health signals • Take proactive action to reduce churn and improve customer outcomes • Support renewal motions through ongoing engagement and value reinforcement • Use tools like Vitally, Intercom, and CRM data to manage your book • Track key KPIs including adoption, engagement, churn risk, and retention • Share insights with the team to improve product, processes, and customer experience • Other duties as assigned.

• Manage strategic partnerships with clients, serving as the main liaison. • Proactively pinpoint opportunities for enhancing customer performance using comprehensive data analysis. • Cultivate collaboration among affiliated clients, facilitating the exchange of success stories and fostering customer-to-customer cooperation. • Serve as a reliable advisor to clients, promoting the adoption of solutions, ensuring alignment with operational goals, and delivering measurable value. • Craft and deliver narratives on product utilization to illustrate ROI to clients, while also identifying avenues for further adoption and value realization.

• Successfully manage a caseload of 2,000 providers to grow their business with SonderMind, inclusive of dormant, steady and high growth providers • Proactively identify areas for providers to grow their caseloads, increase performance metrics and retain their relationships with SonderMind • Collaboratively develop innovative solutions for encouraging providers to choose SonderMind as their partner of choice • And other responsibilities and ad-hoc projects from time to time based on business needs

• Lead the Retailer Success organization for the enterprise software portfolio — owning commercial CS outcomes end to end, including NRR, GRR, expansion GTV, adoption velocity, CSAT, and renewal performance. • Build and develop a senior consultative CS bench by hiring, sponsoring, and ramping L7 Principal Growth Strategists who engage retailer executives on ecommerce strategy, merchandising, and operations — not platform configuration — and who can credibly influence retailer P&L outcomes and roadmap adoption. • Manage senior managers leading AGM (Account Growth Manager) pods, setting standards for what good looks like across the L7, AGM, and account team layers — including QBR quality, growth planning, executive engagement, and renewal execution. • Operate in a BD-led commercial environment as a true commercial peer to BD — preserving BD's ownership of the primary commercial relationship while owning post-sale accountability and surfacing churn, expansion, and escalation signal early and clearly. • Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination — ensuring the cross-org account team (commercial CS + technical CS / PSM) functions as one team to the retailer despite the org split, with co-authored protocols and clean escalation paths. • Define and enforce the L7 boundary: L7s as routers and strategists, not resolvers — ensuring AGMs and PSMs absorb operational and technical execution so L7 capacity remains focused on retailer-executive engagement and growth strategy. • Own the consultative transformation roadmap — talent strategy, comp structure, operating cadence, and tooling shifts required to evolve CS from a feature-enablement function into a strategic business advisory function for Tier A and B accounts. • Partner with the Director of Retailer Delivery on the implementation-to-success motion as a managed lifecycle (not a document handoff) — ensuring CS is engaged early, named handoff criteria are met, and accounts transition cleanly into early-lifecycle growth ownership. • Operationalize the tier model in CS — applying high-touch (L7 + AGM + PSM) coverage for Tier A/B and scaled/digital-first models for Tier C/D, with clear exception protocols and capacity guardrails. • Build a structured retailer-signal feedback loop into Product — using CS engagements to surface durable patterns (not anecdotes), instrument adoption of roadmap items, and hold CS accountable for adoption outcomes. • Apply AI augmentation to scale CS coverage and quality without linear headcount growth — including health monitoring, account-prep automation, QBR/insight generation, and signal triage — partnering with the Technical org on tooling roadmap and adoption. • Represent the post-sale narrative for the portfolio to senior leadership — integrating retention, growth, churn risk, executive-account temperature, and pipeline outlook — and serve as the Director-level escalation point for retailer relationships when AGM-led engagement is insufficient.