• Manage, configure, and optimize HubSpot Service Hub, ensuring governance and data quality. • Create and maintain pipelines, tickets, workflows, SLAs, and dashboards, structuring processes for CX, CS, and support. • Develop strategic metrics and reports to monitor the customer journey and support leadership. • Implement integrations between tools and build automations focused on customer support and success. • Drive continuous improvements to the customer experience, supporting scalable, data‑driven processes. • Support training on tool usage, promoting best practices and operational efficiency.

• Execute, Lead, coach, and mentor a high-performing Customer Success team • Develop and execute scalable playbooks for onboarding, implementation best practices, go-live, adoption, renewals, and expansion • Drive renewal strategy and expansion opportunities in partnership with Finance and Sales • Develop and execute technical account plans that align Truv’s solutions with customers’ business objectives and technical environments • Lead client onboarding, solution design, implementation, and integration projects in collaboration with customer technical teams and internal engineering resources • Oversee customer health, product usage trends, and lifecycle engagement to identify growth opportunities • Create and deliver enablement and training programs for customer teams to ensure long-term success • Partner closely with Product, Engineering, and Finance to advocate for customer needs and provide market feedback • Unblock customer challenges, lead strategic QBRs, and drive executive-level engagement • Implement systems, playbooks, KPIs, and analytics to measure customer success, retention, and team performance. • Implement weekly reporting for leadership team and updates to

• Act as the primary contact for client accounts via Slack, Email, and Google Meet. • Lead onboarding sessions, pre-launch meetings, and periodic client check-ins (15-day, 30-day, etc.). • Communicate campaign performance updates, findings, and next steps clearly and proactively. • Ensure clients feel supported and informed at every stage of engagement. • Proactively manage client relationships by identifying potential concerns, opportunities, and action items before they become issues. • Investigate client concerns and performance challenges to identify root causes and collaborate on effective solutions. • Continuously learn about clients' businesses, industries, and goals to provide more strategic support and recommendations. • Maintain a professional, work-related social media presence and engage appropriately as part of the company's relationship-building and networking efforts. • Review dashboards and reports prepared by the analytics team to extract key trends and insights. • Deliver findings in a clear, client-friendly way — turning performance data into actionable recommendations. • Identify patterns in campaign performance, lead quality, and conversion rates. • Suggest optimizations based on client goals and data trends. • Track and manage client action items and deliverables across a portfolio of approximately 50 clients. • Ensure all follow-ups — including report delivery, campaign adjustments, and disposition data — are handled promptly. • Maintain up-to-date communication records in internal systems and CRM platforms, with preference for candidates experienced in HubSpot Service Hub.

• Own a portfolio of ~15–20 Enterprise accounts (>$50K ARR), serving as their primary strategic partner throughout the post-sale lifecycle • Maintain a documented "why Common Room" success plan for every account tied to a specific business problem, and updated after every QBR • Build and cultivate multi-threaded relationships across champion, economic buyer, and executive sponsor levels, including RevOps leads and GTM engineers; identify and close relationship gaps before they become renewal risk • Develop and maintain deep expertise in Common Room's data model, signal types, integrations, and platform configuration; become the customer's most knowledgeable resource on how to use the product effectively • Consult on use-case design and GTM workflow architecture: ensure effective product utilization that matches customer goals • Develop fluency in Common Room's MCP and CLI capabilities and their role in AI-embedded GTM workflows; confidently relate use cases, stakeholder fit, and business outcomes • Recognize customer adoption maturity spectrum and actively drive progression as part of your expansion motion • Translate technical questions and integration challenges into clear guidance; partner with CS Engineering on escalations, but handle Tier 1–2 technical questions independently • Understand customers' tech stacks to advise on how Common Room connects to and amplifies their existing systems • Deliver consistent partnership health summaries and value realization recaps; build value evidence throughout the year for renewal conversations • Drive platform adoption, tying customer goals and strategies to measurable outcomes • Identify risk early and drive mitigation plans before relationship issues arise • Deliver recurring, account-specific recommendations tied to customers' documented success criteria • Partner with Account Managers on expansion opportunities and facilitate QBRs and EBRs