• 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.

Role Description The Vice President, Account Delivery and Customer Success is responsible for the overall health, performance, retention, and growth of Thunder’s strategic customer portfolio. This leader oversees Thunder’s Account Delivery Management function, including Account Delivery Owners and Engagement Managers, ensuring strong delivery governance, executive customer alignment, proactive risk management, and long term customer success. This role serves as a key executive partner across Sales, Global Delivery, Architecture, and Finance to ensure customer engagements deliver measurable business value while maintaining strong commercial and operational performance. The VP, Account Delivery and Customer Success acts as the executive escalation leader for strategic accounts and is responsible for building scalable customer governance processes that strengthen customer relationships, renewals, and account growth. Responsibilities - Customer Portfolio Governance & Health - Own the health, retention, and growth of Thunder’s strategic customer portfolio - Lead and scale the Account Delivery Management organization - Establish governance processes for customer health, executive alignment, escalations, and account planning - Drive customer satisfaction, adoption, and long term value realization - Executive Relationship Management - Build and maintain executive-level relationships with customers and strategic partners - Serve as an executive escalation leader for high visibility customer situations - Lead strategic customer discussions focused on roadmap alignment, business priorities, and delivery outcomes - Delivery Governance & Risk Management - Partner with Delivery Leadership and Sales teams to ensure successful customer outcomes - Proactively identify and mitigate delivery, commercial, and relationship risks across customer portfolios - Lead recovery planning and executive communications for escalated accounts and projects - Growth & Renewals - Partner with Sales and Practice Leadership to support renewals, expansion opportunities, and strategic account growth - Ensure account teams maintain strong executive alignment and customer engagement throughout the customer lifecycle - Support account planning and long term customer roadmap discussions - Organizational Leadership - Mentor and develop Account Delivery Owners and Engagement Managers - Drive operational maturity, consistency, and accountability across the Account Delivery organization - Partner with executive leadership on organizational design, scaling strategy, and customer engagement models Qualifications - 12+ years of experience in enterprise consulting, systems integration, customer success, or delivery leadership - Proven experience managing strategic customer relationships and complex enterprise portfolios within the Salesforce ecosystem - Experience leading customer-facing delivery, engagement management, or account governance organizations - Strong background in escalation management, executive communication, and cross-functional leadership - Proven ability to build deep, trusting relationships with senior stakeholders and maintain a strong executive presence under pressure - Exceptional leadership skills with a demonstrated ability to influence and collaborate effectively across Sales, Delivery, Architecture, and Finance teams - Strong business acumen, with the ability to balance operational efficiency with commercial strategy and growth - Active Salesforce certifications and willingness to achieve additional certifications on emerging technologies (preferred) Benefits - Comprehensive Benefits with Sequoia - Medical, Dental, Vision, and Employer-Paid Life/Disability Insurance to keep you and your loved ones covered. - Ownership & Impact - Stock options in a fast-moving, high-growth company. Every employee plays a part in what we’re building. - Level Up Your Career - Real opportunities to grow your Salesforce and Amazon expertise through mentorship, certifications, and hands-on experience with cutting-edge technology. - Work from anywhere (well, almost 😉) - Enjoy the freedom of remote work, flexible PTO (with a 2-week minimum!), and generous leave policies - because the best work happens where you’re happiest. - People-First Flexibility - We’re always listening, evolving, and adapting. Your feedback helps shape our policies, ensuring you can thrive - professionally and personally. Company Description Applicants must be currently authorized to work in the United States on a full-time basis.