• Support users via email, chat, and occasionally calls • Troubleshoot and resolve issues quickly and professionally • Help improve internal processes and collaborate with a fully remote team

• Own the retention, renewal, and growth of an assigned portfolio of clients • Identify, develop, and help execute upsell, cross-sell, and expansion opportunities • Proactively identify and mitigate churn risk through strategic client engagement and remediation planning • Build trusted advisor relationships with executive sponsors, decision-makers, and operational stakeholders • Lead strategic business reviews focused on client outcomes, adoption, operational value, and future opportunities • Drive product adoption and overall client health across assigned accounts • Coordinate escalations and cross-functional client success efforts as needed • Maintain accurate forecasting, account activity, opportunity tracking, and client health data within Salesforce and associated tools • Partner internally with Sales, Professional Services, Support, Product, Engineering, and Marketing teams to improve client outcomes and overall client experience • Represent Softdocs at client events, and conferences, and via webinars and marketing initiatives • Identify and maintain client health scores and referenceable accounts by proactively monitoring, gathering, and documenting key client health indicators including relationship sentiment, survey feedback, product adoption and usage trends, services engagement, support trends, and overall account engagement within Salesforce and associated client success tools • Other duties as assigned

• Own the post-sale relationship with senior client stakeholders, including CEOs, CMOs, Digital leaders, and eCommerce leaders. • When stakeholders rotate, re-onboard new decision-makers quickly to maintain momentum, context, and trust. • Support renewals and transitions by maintaining high-trust relationships and a clear value narrative. • Own monthly client health scoring across every active account and lead intervention on at-risk accounts. • Run client cadences, milestone reviews, and strategic reviews with lightweight value reporting, clear written recaps, and thoughtful conversations around cost, scope, value, and ROI. • Create a “no surprises” client experience by surfacing risks early, communicating changes proactively, and bringing options before problems land. • Run monthly sprint operations and capacity planning, allocating team capacity to client commitments and keeping sprints in balance. • Drive cross-discipline accountability across design, development, and strategy. • Manage scope additions and change orders so client commitments and team capacity stay in balance. • Lead onboarding and kickoff for every new project.

• Own the customer lifecycle end-to-end independently, serving as a single point of contact for the customer. • Lead solution design, configuration, onboarding, adoption, and ongoing success to accelerate time-to-value and drive long-term customer outcomes. • Act as a technical escalation partner and subject-matter advisor, collaborating with Product and Engineering on fixes and improvements. • Translate product usage into business outcomes, lead strategic customer conversations (QBRs), and maintain customer health to support retention and expansion. • Triage and resolve customer issues to minimize downtime and meet SLAs, providing in-timezone coverage to support the global support team.