• Drive customer onboarding, product adoption, and ongoing engagement across your portfolio • Align product value to customer business outcomes, ensuring customers realize measurable ROI • Lead strategic business reviews and customer success planning sessions • Deliver proactive recommendations and best practices that improve customer outcomes • Monitor customer health, product usage, and engagement trends to identify churn risk early • Execute mitigation strategies and success playbooks for at-risk accounts • Partner with Account Management on save motions, retention plans, and renewal strategies • Build trusted relationships with customer stakeholders at all levels of the organization • Serve as the primary strategic advisor for product adoption and operational best practices • Execute proactive engagement cadences and lifecycle strategies across your book of business • Maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms • Execute customer success playbooks and engagement frameworks with consistency and discipline • Leverage customer signals and usage data to prioritize action and drive outcomes at scale • Contribute to scalable CS processes, programs, and operational improvements • Identify customer growth opportunities through usage trends, business needs, and stakeholder conversations • Partner with Account Management to surface and support expansion strategies • Advocate for customer needs internally while balancing business objectives

• Monitor and manage a portfolio of 12-16 client accounts to drive adoption, desired outcomes, and ultimately ensure retention and contract renewal • Be an expert in both Litify and Salesforce in order to best advise clients and assist with on-the-spot solutioning • Lead goal setting sessions and assist implementation teams in preparing clients for a successful launch • Partner with clients to provide best practices, lead creative problem solving, and recommend appropriate Litify, Salesforce and AppExchange solutions • Monitor customer health to track adoption and customer satisfaction • Identify at-risk accounts, and in coordination with your manager, develop and deliver on customer remediation plans • Coordinate between clients and Litify internal and partner resources to drive adoption and create opportunities for expansion • Identify opportunities for documenting success stories for our Marketing team • Maintain high levels of customer engagement and satisfaction • Measure success by continued expansion of Litify and Salesforce across your customers’ organization and workflow

• Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle • Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction • Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account • Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet • Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction • Be the primary interface to manage and resolve critical situations • Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet • Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities • Exceed all performance targets, including maintaining high retention and growth rates • Accomplish other tasks as assigned

• Facilitate a smooth onboarding process for your clients’ learners • Provide training and resources to help clients get started. • Set clear expectations and goals for the client's learner journey. ****Client Support:** - Serve as the primary point of contact for client inquiries and issues. - Coordinate with Delivery teams to resolve client issues promptly. - Provide ongoing support and guidance to ensure client satisfaction. ****Relationship Management:** - Build and maintain strong, positive relationships with clients. - Conduct regular check-ins and meetings to understand client needs. - Foster loyalty and trust through consistent, high-quality interactions. ****Performance Monitoring:** - Track and analyse client usage of products/services. - Identify areas for improvement and provide actionable feedback. - Develop strategies to enhance client engagement and satisfaction. ****Upselling and Renewal:** - Identify opportunities to upsell additional products or services. - Manage contract renewals and negotiate terms with clients. - Work closely with sales and marketing teams to maximize client value.