• Review high volumes of AI-generated call transcripts and text messages for accuracy and quality • Identify inconsistencies, errors, and edge cases that require human intervention • Flag missing or delayed system outputs before they become escalations • Determine the right next step when the AI encounters ambiguous or invalid situations • Recognize when a conversation or workflow is no longer valid and act on it immediately • Communicate issues clearly and concisely to internal teams and customers via Slack, Teams, and other platforms • Structure escalations so the receiving team knows exactly what happened, what needs to happen next, and why • Maintain professional, calm, and precise communication under time pressure • Surface recurring patterns and insights to the product and operations team • Document edge cases and contribute to improving how new scenarios are handled • Support smooth execution of active pilots and new deployments

• Provide a best-in-class experience for Instructure’s most largest and strategic customers within an America’s territory. • Take a leadership role with your customers in driving strategy, cross-sell/up-sell, and retention while working collaboratively with Sales and Renewals. • Have a deep understanding of your customers, their initiatives, goals, and how to partner with them to find success, ensure renewals, and expand their Instructure footprint. • Act as liaison between the customer and Instructure for all interactions across Instructure’s business organizations. • Act as the voice of the customer, sharing key insights and challenges with Instructure’s Product and Strategy teams. • Accountable for CSAT and working closely with Sales and Renewals to achieve NRR targets for strategic territories. • Quickly recognize, communicate, and escalate critical issues up through management to ensure a timely resolution. • Mentor other CSMs and serve as a leader within the CSM organization. • Take on stretch projects to support our customers and the team.

• Manage a book of enterprise customers with a focus on driving business value from onboarding through renewal • Able to communicate with all levels within a customer’s organization to develop trusted relationships with executive sponsors, primary contacts, and end-users • Promote customer delight and loyalty by developing an understanding of their key HR / Compensation objectives and helping them achieve those objectives using Bettercomp • Ensure customers are aware of product updates and new features that are key to enhancing or increasing value delivery • Champions' adoption of AI tools and workflow improvements that increase team efficiency; models curiosity and experimentation • Develop and maintain deep platform expertise to guide customers through Bettercomp's capabilities and support the successful execution of cyclical compensation processes • Participate in the initial product implementation as part of the Bettercomp implementation team (you’ll be a co-pilot during the implementation phase) • Create a seamless experience for customers as they navigate early onboarding and ongoing product adoption • Function as a communications liaison between customers and internal teams post-implementation • Proactively monitor and manage customer health, risk, opportunities, and renewals • Identify process improvement opportunities, draft solutions, and advocate for change • Contribute to helping build our Customer Success function and processes • Use internal team tools to keep track of work progress • Other projects as needed

• Manage a book of enterprise customers with a focus on driving business value from onboarding through renewal • Able to communicate with all levels within a customer’s organization to develop trusted relationships with executive sponsors, primary contacts, and end-users • Promote customer delight and loyalty by developing an understanding of their key HR / Compensation objectives and helping them achieve those objectives using Bettercomp • Ensure customers are aware of product updates and new features that are key to enhancing or increasing value delivery • Champions' adoption of AI tools and workflow improvements that increase team efficiency; models curiosity and experimentation • Develop and maintain deep platform expertise to guide customers through Bettercomp's capabilities and support the successful execution of cyclical compensation processes • Participate in the initial product implementation as part of the Bettercomp implementation team (you’ll be a co-pilot during the implementation phase) • Create a seamless experience for customers as they navigate early onboarding and ongoing product adoption • Function as a communications liaison between customers and internal teams post-implementation • Proactively monitor and manage customer health, risk, opportunities, and renewals • Identify process improvement opportunities, draft solutions, and advocate for change • Contribute to helping build our Customer Success function and processes • Use internal team tools to keep track of work progress • Other projects as needed