• Lead, coach, and develop a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), ensuring strong execution across customer engagement, technical troubleshooting, and adoption workflows. • Drive measurable outcomes in customer adoption, value realization, renewal readiness, and overall account health across your assigned customer segment. • Serve as the Customer Success product SME for your aligned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities. • Engage directly with a select portfolio of customers to model best-in-class relationship management, run strategic business reviews, and support executive-level conversations. • Guide technical operations by overseeing Jira ticket trends, configuration needs, integration requirements, and escalation paths in partnership with Engineering and Support. • Ensure operational excellence through strong forecasting, health score monitoring, playbook adoption, and team-level performance metrics. • Lead customer communications for product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach. • Participate in the CS leader on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure IR/RCA communications meet internal and customer expectations. • Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to ensure customers receive a cohesive, high-quality experience throughout their lifecycle. • Champion continuous improvement by identifying opportunities to streamline processes, strengthen team workflows, and elevate the overall customer experience.

• Provide email marketing strategy to customers • Be responsible for keeping regular contact with key customers • Nurture and onboard customers and partners • Play an important role in listening to customer feedback • Help direct marketing efforts towards new effective strategies • Support top existing partners including agencies and platforms • Help craft overall customer experience strategy

• Creative Strategy: You write scripts and collaborate with your assigned clients to develop ideas for ad and Reels content. • Performance Marketing: You create and manage our clients' campaigns on Meta. • Customer Support: You are the main point of contact for active clients and answer their questions or resolve bottlenecks via the shared Slack channel. • Status Calls: You conduct regular Zoom calls with your clients to jointly resolve issues that arise along the way. • Admin Tasks: Among other things, you maintain our project management system (ClickUp) so that everyone always has a clear overview of our clients and current to-dos.

• Triage, investigate, and manage support requests from start to finish • Answer questions, investigate issues, improve support processes, create documentation • Spot recurring product friction, and turn customer conversations into ideas that shape the platform • Design how support works at Mast: ticketing workflows, escalation routes, response templates, internal runbooks • Find repetitive questions and manual processes, then automate them through better tooling, documentation • Identify patterns in customer feedback, recurring pain points, confusing workflows • Write clear, practical help articles, FAQs, release notes, troubleshooting guides • Use AI tools to draft documentation, summarise issues, identify patterns, speed up repetitive work