• Manage a high-volume, diverse portfolio of 200+ accounts within the scaled segment, balancing efficiency with personalized customer engagement. • Drive renewals as a core priority, using usage data and automation to efficiently assess risk and likelihood to renew across a large book of business. • Understanding and navigating complex customer environments to uncover expansion opportunities across multiple business units and stakeholders. • Deliver a consistent, scalable customer experience across a high-volume portfolio by leveraging playbooks, automation, and data signals to proactively identify risk and expansion opportunities. • Collaborating cross-functionally with Sales, Product, and Support to elevate the customer voice and influence product direction.

• Help our customers achieve real business outcomes through the use of AI • Serve as the primary lead on new customer deployments including hands on guidance for the setup of SSO and connectors • Own the end-to-end delivery from kickoff to go-live thru renewal, ensuring clarity on expectations for all stakeholders timeline, and Services budget. • Create and execute on joint success plans that drive additional adoption, deepen engagement, and result in measurable business value. Overall program management. • Develop, communicate, and execute tailored project plans; facilitate cross-functional collaboration across delivery, operations, and technical teams. • Provide a blend of technical guidance and strategic partnership, acting as escalation manager when necessary. • Monitor and report on deployment progress, customer adoption, and satisfaction metrics. • Proactively identify risks or blockers and drive resolution—escalating internally when appropriate. • Guide and document improvements for onboarding processes, playbooks, and best practices. • Contribute to continuous process and product improvements by providing actionable feedback and participating in internal initiatives

• Serve as the primary liaison between anecdotes and our customers, ensuring seamless communication, coordination, and partnership across all interactions. • Act as a trusted advisor to customers as they modernize and scale their GRC programs using the anecdotes platform, providing best practices, industry insights, and strategic guidance. • Develop a deep understanding of each customer’s goals, workflows, compliance requirements, and product configuration to continually deliver measurable value and drive ongoing engagement. • Monitor customer health, product usage, and sentiment to detect risks early, drive proactive engagement, and improve satisfaction and retention. • Lead Executive Business Reviews (EBRs/QBRs) that highlight ROI, adoption trends, maturity progress, and alignment on forward-looking strategies. • Collaborate cross-functionally with Product, Support, and Sales to advocate for customer needs, quickly resolve challenges, and provide feedback that informs product roadmaps and customer-centric improvements. • Manage value realization and lead the process for renewals and expansions, ensuring alignment on outcomes while driving successful negotiations that support long-term partnership growth. • Maintain accurate documentation, account plans, customer insights, and health indicators across internal systems (CRM and CS platform) to support effective account management.

• 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.