• Support Mid-Market/SMB customers through automated and light-touch success motions. • Identify when customer situations require escalation and route appropriately to Customer Success, Support, Sales, RevOps, or leadership. • Help coordinate onboarding communications, webinar invitations, renewal reminders, and product update education. • Route customers to the right resource, including Support, CS, Channel, or Account Management, depending on need. • Monitor customer engagement signals and flag accounts that may require CSM intervention. • Maintain consistent, proactive communication with assigned customers, while effectively triaging questions, concerns, and needs. • Contribute to the ongoing improvement of customer lifecycle processes, operational workflows, templates, and automation. • Ensure new customers receive the appropriate onboarding pathway based on tier, relationship type, and partner involvement. • Coordinate kickoff calls for Enterprise, Mid-Market, and SMB customers. • Help maintain onboarding templates, checklists, webinar follow-ups, and customer-facing resources. • Track onboarding completion and identify customers who may be stalled or under-engaged. • Maintain accurate customer records, including company associations, renewal dates, CSM ownership, partner/reseller relationships, and customer contact rules. • Help maintain reporting visibility around onboarding progress, renewal readiness, customer engagement, and operational health metrics. • Monitor account health fields, renewal stages, lifecycle status, and onboarding status. • Identify missing, outdated, or inconsistent customer data and coordinate cleanup. • Support the development and ongoing refinement of health scoring, churn indicators, and lifecycle automation. • Help manage renewal communication workflows beginning 120 days before renewal. • Ensure renewal records are complete and accurately staged. • Flag missing POs, unclear ownership, low engagement, or other renewal risk signals. • Partner with CSMs to ensure key accounts receive appropriate attention before renewal. • Identify customer expansion signals, adoption opportunities, and engagement patterns that may support future growth conversations. • Help customers stay informed about relevant product updates, webinars, and best practices. • Support distribution of resources based on customer type, use case, and maturity. • Assist with organizing lessons learned from similar customers into repeatable guidance.

• Lead designated territory and provide end-to-end renewal execution support to ensure customer retention and annual revenue and growth targets. • Spearhead renewal negotiations and drive incremental revenue. • Connect with customers regularly both virtually and in-person to become a trusted advisor. • Establish strong relationships based on knowledge of customer requirements and commitment to value. • Encourage all accounts to become Neumo references. • Develop effective and specific account plans to ensure revenue target delivery and sustainable growth by driving Demand Generation, Pipeline and Opportunity Management strategies. • Leverage internal Neumo resources to navigate contract creation, pricing, closing and bookings. • Ensure effective Pipeline planning - Follow a disciplined approach to maintaining a rolling pipeline.

• Respond to inbound support tickets across email and live chat • Triage and diagnose issues • Monitor product usage patterns • Spot recurring ticket themes and translate them into actionable product insights • Reproduce and document bugs clearly for the engineering team • Contribute to the in-product help experience

• Own a portfolio of enterprise and corporate accounts (typically 1,000+ employees) from onboarding through adoption, renewal, and expansion. • Build relationships that go beyond the scheduled QBR. • Lead Proof of Value (POV) phases for enterprise prospects in close collaboration with AEs. • Turn complex, often vague customer goals into success plans with real milestones, adoption targets, and expansion signals. • Manage your portfolio actively. • Work closely with AEs on renewal and expansion, and bring specific product feedback into roadmap conversations.