• 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.

• Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels. • Responsible for addressing and managing customers' health cases assigned to them. • Respond to customer inquiries and requests within the Success scope, providing timely and effective solutions. • Conduct enablement sessions, product demos, and escalation calls with customers to drive adoption and address challenges. • Manage customer escalations and collaborate cross-functionally to resolve issues and ensure customer satisfaction. • Utilize data-driven insights to understand customer needs and preferences, advocating for their interests within the organization. • Identify opportunities for improvement and scalability in customer success processes, contributing ideas and solutions to enhance customer health. • Lead and participate in cross-functional projects aimed at improving customer engagement and satisfaction. • Act as the primary point of contact for internal teams, addressing and prioritizing requests from Sales, Support, and other departments. • Collaborate with the Sales team to ensure customer retention, particularly in churn-risk situations. • Collaborate with Treasury on payment collection for late-paying customers. • Work closely with Product, Sales, Support, and Marketing teams to ensure customers receive comprehensive support and maximize the value of our platform. • Stay abreast of product updates and industry trends, continuously enhancing your skills and knowledge to better serve our customers.

• You are the primary point of contact throughout the entire customer lifecycle, from onboarding and ongoing requests to contract termination • Independently handle and document tickets • Coordinate the necessary internal steps and ensure customer issues are resolved efficiently • Identify recurring patterns in daily support and help us develop scalable solutions

• Work with a company focused on delivering strategic, high-impact CRM solutions through the HubSpot ecosystem. • Help clients optimize the full customer lifecycle across marketing, sales, customer success, and operations. • Lead large-scale HubSpot projects and act as a trusted advisor to senior-level clients. • Deliver CRM solutions that drive measurable business impact. • Build strong relationships with clients to ensure exceptional experience and achieving strategic business goals. • Translate client and internal strategies into comprehensive HubSpot solutions supporting marketing, sales, customer success, and operational workflows. • Configure and optimize HubSpot Marketing Hub, Sales Hub, Service Hub, Content Hub, Data Hub, and HubSpot AI. • Analyze current business processes and recommend operational improvements. • Develop HubSpot reporting frameworks to track and communicate progress toward client goals. • Understand client tech stacks and support integrations with HubSpot. • Train clients and internal teams on how to effectively use customized HubSpot environments. • Monitor and manage project budgets, timelines, and scope. • Track and meet effective billing rate (EBR) goals. • Collaborate with the sales team to develop tailored strategies for prospects.