• 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

• Own the relationship from kickoff to renewal • Ensure each series launches on schedule and meets audience-growth targets • Proactive communication and project orchestration • Review download trends and listener feedback • Align expectations and rally internal teams when obstacles arise

• Act as the primary relationship owner for client accounts, maintaining clear, respectful, and timely communication at all stages of the engagement • Build long-term client relationships by understanding strategic objectives, translating needs into service actions, and customizing support accordingly • Proactively identify and resolve issues, manage expectations, and provide clarity and structure to both internal stakeholders and clients • Utilize HubSpot CRM (or similar platforms) for task management, automation tracking, and client interaction documentation • Create client-facing support materials including onboarding guides, walkthrough videos, SOPs, and email newsletters • Lead the onboarding process with clarity, structure, and supporting visuals to ensure clients are successful early in the lifecycle • Monitor client satisfaction and feedback, flag risk areas, and propose solutions to enhance the overall experience • Collaborate cross-functionally with production, operations, and strategy teams to ensure deliverables align with client goals and timelines • Call out both internal team members and clients as needed with respectful, firm communication that keeps accountability and outcomes on track • Collect client testimonials, track successful case outcomes, and develop referral and advocacy pipelines