• Drive client adoption and program success, ensuring learning initiatives are effectively implemented, utilized, and aligned to business priorities • Serve as an advisor to client stakeholders, helping translate business challenges into actionable learning strategies • Build and maintain relationships with stakeholders to ensure alignment and ongoing engagement • Monitor and influence key health indicators, including adoption, utilization, engagement, and stakeholder alignment • Proactively identify risks to client success, including low adoption, disengagement, or organizational changes, and activate appropriate action plans and internal resources • Lead program launch and ongoing enablement, partnering cross-functionally to deliver a strong client experience throughout the lifecycle • Leverage data and insights to guide client strategy, helping clients understand performance and opportunities for improvement • Identify signals for growth and expansion, and partner with Client Account Executives to support opportunity development and client readiness • Act as the internal advocate for the client, ensuring alignment across teams while maintaining focus on delivering value within scope

• Co-Lead deployment engineering projects: Co-lead the technical execution and design of Parloa’s deployments inside large, complex enterprise environments alongside our partners • Partner Enablement: Educate and enable partners on what’s possible with Parloa’s platform, including capabilities, limitations, trade-offs, and best practice AI Agent architectures • Design for scale and resilience: Architect deployment solutions that meet enterprise-grade requirements for performance, reliability, and security • Engineer solutions where none exist: Build custom extensions, integrations, and configurations to close product gaps and meet enterprise partner requirements • Work across systems & stacks: Operate at the intersection of backend engineering, DevOps, and data engineering to ensure seamless delivery • Collaboration with enterprise teams: Collaborate directly with customer and partner engineering organizations to overcome constraints and deliver measurable outcomes • Influence at senior levels: Engage with enterprise architects, partner architects, and senior technical stakeholders, discussing solutions and architectures in depth to ensure alignment and credibility • Debug under pressure: Rapidly unblock issues in mission-critical environments and ensure customer and partner success.

• Own the customer experience: adoption and value of Appspace, customer satisfaction and retention • Conduct frequent check-in meetings with assigned customers as prescribed to ensure smooth operation of our software and identify challenges • Drive subscription renewal and/or expansion process following prescribed process and utilizing appropriate tools and resources as needed • Collaborate with fellow team members in sales and marketing as needed for larger expansion opportunities • Promote customer awareness of new releases and features, provide insight through other use cases, and offer insightful reporting and analytics • Serve as the customer advocate, facilitating open discussions at all times • Help resolve customer questions and/or find the answer working with internal teams • Escalate support tickets as needed to ensure timely resolution of technical problems • Deliver or arrange training sessions as needed for technical and non-technical users • Communicate effectively and contribute to the broader CSM team best practices • Product setup or configuration assistance

• Execute effective, scalable, one-to-many customer engagement and enablement strategies • Build customer engagement and drive product adoption, retention, and growth by leveraging digital marketing • Collaborate with Account Management, Marketing, and Sales to develop strategies for product adoption and customer engagement • Design and deploy automated email journeys within Gainsight to promote product adoption and customer success • Create clear, compelling, and action-oriented email copy • Monitor campaign effectiveness and adjust copy, timing, and segmentation logic • Use data to report on KPIs and analyze the impact of digital journeys • Identify and pilot emerging outreach channels beyond email