• Own a portfolio of POS customers across all stages of the post-go-live lifecycle, with a focus on driving full product adoption across both Owner’s Core Online Ordering platform and Point of Sale. • Deliver ongoing value by coaching customers on in-store growth strategies, loyalty program adoption, mobile app optimization and sales volume growth • Conduct Value Reviews that tie product usage to customer business outcomes: MoM sales growth, conversion, in-store revenue and digital channel performance. • Identify and mitigate churn risk by monitoring customer health signals, proactively engaging with at-risk customers and managing cancellation conversations with strong objection handling skills • Collaborate cross-functionally with Product, Launch, Support and Sales to surface POS customer insights, drive product improvements and identify growth opportunities • Help build POS playbooks: contributing to processes, SOPs and scalable frameworks as this team grows

• 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.