• Own mid-market and commercial customer relationships from onboarding through renewal. • Drive product adoption, ROI realization, and long-term account strategy. • Lead renewal and expansion conversations, manage negotiations, and forecast accurately to hit Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets. • Build trusted relationships with CISOs, IT leaders, and compliance stakeholders. • Guide customers on access governance, audit readiness, and identity best practices. • Partner closely with Sales, Product, and Support teams to advocate for customer needs.

• Responsible for the ongoing development, while creating a growth and retention strategy by building out new and existing relationships with strategic clients • Identifying client’s business direction and aligning TouchNet solutions for client success • Builds effective long-term relationships and a high level of satisfaction with key senior-level decision makers and influencers • Conduct regular outbound client calls/meetings • Conduct meetings to learn and understand client’s business processes and future direction as it relates to campus commerce • Develop a strong functional level understanding of the TouchNet product suite • Exhibit strong persuasive ability to invest in TouchNet • Build and present business/account reviews to audiences of 2-15 attendees • Exhibit a long-term perspective of product and business process alignment • Act as a resource to team members • Train junior level CSMs on effective ways to build relationships and conduct conversations in a manner of growing TouchNet investment • Solicit ongoing customer feedback, ensuring customer satisfaction and building customer loyalty • Organize cross-team efforts between Product, Sales, Support, Service and Implementation • Be a resource for sharing best practices to customers; build a strong network of subject matter experts within the territory • Travel to client sites and trade shows

• Oversee and execute campaigns for larger, strategic accounts with enterprise-level complexity • Daily tasks include: running program kick-off calls, finalizing program briefs, building creator rosters, contracting creators, scheduling content creation and posts, tracking performance, and leading post-campaign reviews • Build and maintain strong relationships across multiple client stakeholders and departments, acting as a strategic advisor to internal initiatives and broader marketing objectives • In partnership with sales leads you will identify, qualify, and pursue upsell and expansion opportunities across your book of business (100% existing clients) • Own and drive client happiness through: fast response times to inquiries, maintaining professionalism in all interactions, and ownership of individual NPS scores • Understand and consult on internal client processes, pain points, and bottlenecks to align #paid's approach to their strategic priorities • Manage multiple programs simultaneously with periods of varying workload and complexity • Proactively identify process inefficiencies and knowledge gaps, collaborating with peers and your Team Manager to implement improvements • Partner closely with cross-functional internal stakeholders to ensure timely delivery, feedback resolution, and continuous improvement • Collaborate with Sales on customer growth and expansion by providing insights, surfacing opportunities, and presenting value-based solutions • Maintain accurate records in Salesforce and other internal systems to track account health, campaign details, and revenue opportunities

• Own and manage post-sales customer relationships, driving platform adoption, customer satisfaction, and on-time renewals. • Build strong relationships across all customer levels, from end users to IT leaders and senior executives. • Establish trusted advisor status by understanding customer business goals and strategically positioning solutions to meet their needs. • Maintain an accurate view of customer health using usage metrics, engagement data, and regular interactions. • Monitor health scores and proactively take action to maintain or improve account health. • Partner with customers to define critical goals and KPIs, and review progress at regular intervals. • Analyze customer data and platform usage to identify opportunities to enhance the customer experience and deepen adoption. • Maintain consistent communication throughout the customer lifecycle, escalating risks or issues as needed. • Create enthusiasm and momentum with clients to support expansion and long-term engagement. • Proactively uncover new ways customers can extend their use of the platform to solve evolving business challenges.