• Define and execute a scalable, outcome-driven Customer Success strategy aligned to company growth goals and customer value realization • Establish clear customer journey stages, success milestones, and engagement models across segments • Partner with Sales, Product, and Implementation to ensure seamless handoffs and strong time-to-value • Build forecasting rigor and renewal predictability through structured account planning and risk management • Design and continuously improve a best-in-class post-sale customer experience that increases loyalty and advocacy • Translate customer feedback into actionable recommendations for Product, Engineering, and GTM teams • Recruit, develop, and retain a high-performing Customer Success team • Leverage CS tooling and automation to improve efficiency, scale, and customer insight

• 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.

• Oversee a portfolio of ±20 DACH-based customers and own the full customer lifecycle, proactively driving adoption, retention, and expansion. • Be a Mural and LUMA Institute expert and spot opportunities to run plays (e.g. enablement, onsites and campaigns) to drive utilization and adoption • Uncover and cultivate meaningful executive relationships across multiple business units by leveraging your expertise as a strategic partner • Monitor customer health scores, trending data, and triggers and use your deep account knowledge to identify risk and create mitigation plans • Maintain operational excellence across your book of business by keeping customer and engagement records accurate and actionable (supported by tools like Gong and Gainsight) • Advocate for your customers internally by sharing success stories and feedback • Conduct discovery sessions to uncover business goals, sponsors, success metrics, use cases, and impact • Work closely with your Sales counterparts on account strategy to ensure renewal and identify growth opportunities • You’ll be innovative, collaborative, and agile in your approach, bringing a unique point of view on how to best tackle your book of business.

• Proactively monitor and manage client health and the relevance of projects to the client’s business • Understand the product and ecosystem and identify alternatives to improve project relevance and adoption • Study the industry and the specific characteristics of each client’s business • Act as the client’s voice to other teams within the company, sharing pain points and seeking solutions internally • Ensure delivery and compliance with deadlines agreed with the client