**What you´ll do: **** - Own and grow a portfolio of mid-market customers, ensuring long-term success, retention, and expansion - Build and maintain trusted relationships with executive sponsors and key decision-makers within customer organizations - Drive customer value realization by aligning M-Files solutions to customer business objectives and success metrics - Lead strategic account planning, including success plans, executive business reviews, and long-term roadmaps - Proactively identify risks, manage escalations, and mitigate churn through early intervention and structured engagement - Identify and drive upsell and cross-sell opportunities in close collaboration with Sales - Partner with Professional Services during onboarding and key milestones to ensure smooth implementation and strong user adoption - Act as a senior escalation point and advocate for the customer across Product, Support, Sales, and Services - Bring structured customer feedback and insights into the organization to influence product direction and service improvements - Support the development of Customer Success best practices and mentor other team members where appropriate** **Key success metrics** - Gross retention and churn reduction - Net revenue retention through upsell and cross-sell - Customer satisfaction, advocacy, and reference ability - Platform adoption, usage, and demonstrated business value

• Serve as the primary relationship owner for AI Studio’s credit union clients - building trusted, long-term partnerships with credit union executives and leadership teams. • Act as the day-to-day point of contact for client inquiries, engagement updates, program participation, and issue resolution. • Onboard new credit union clients, ensuring a smooth, professional, and value-forward experience from initial engagement through active participation. • Develop and execute a Client Engagement Plan - tracking participation across AI Studio’s service offering, proactively identifying opportunities to deepen client value. • Ensure that all client information, interactions, engagement history, etc is kept current. • Collect and synthesize client feedback, surfacing insights that inform AI Studio’s evolving service priorities and strategic direction. • Lead project management (advisory or technical engagements) - maintaining and executing project plans, timelines, milestones, deliverable tracking, and stakeholder communications. • Coordinate cross-functional teams (internal staff, fractional experts, and external partners) to ensure on-time, high-quality delivery. • Develop and maintain standardized engagement frameworks, templates, and tools to support consistent and scalable service delivery. • Monitor engagement progress and proactively identify and resolve risks, blockers, or scope changes in coordination. • Track and report on engagement performance metrics, client satisfaction, and delivery quality. • Manage the full lifecycle of engagements from scope finalization and contracting through delivery and close-out. • Provide project management support for internal initiatives, where applicable. • Manage and maintain Statements of Work (SOWs) and Master Service Agreements (MSAs) in alignment with AI Studio’s service offerings. • Oversee AI Studio’s billing and invoicing operations, ensuring timely, accurate invoices. Involves coordination with financial operations partners for processing and financial reporting. • Develop, document, and continuously improve AI Studio’s operational policies, procedures, and administrative workflows. • Identify and help implement AI-first tools and systems for improved organization efficiency and scalability. • Maintain accurate and organized documentation across all operational and risk/compliance functions, including contracts, templates, records, policies, procedures, etc. • Ensure compliance with applicable regulatory and business requirements across contracts, policies, and operational processes.

• Develop self-service resources, FAQs, knowledge base articles, and customer education materials. • Identify opportunities to automate repetitive customer interactions and workflows. • Build scalable customer engagement programs that improve adoption and reduce support dependency. • Analyze customer behavior and support trends to identify opportunities for scale. • Support implementation of automated communications, onboarding journeys, and customer success workflows. • Leverage AI-powered tools to improve customer education, content creation, onboarding effectiveness, and customer engagement at scale. • Serve as a key contributor to FAN's operational effectiveness and scalability. • Identify inefficiencies and opportunities for process improvement across onboarding, support, and customer success workflows. • Develop documentation, playbooks, and standard operating procedures. • Analyze customer feedback, case trends, and operational metrics to recommend improvements. • Partner with leadership to implement scalable solutions that improve efficiency and customer outcomes. • Contribute to workflow automation initiatives and operational transformation projects. • Identify and implement opportunities to incorporate AI and automation into customer-facing and internal processes. • Help shape the future operating model of FAN through continuous improvement efforts.

• Drive product adoption and customer outcomes through 1:1 and 1:many channels including video calls, email engagement, and webinars. • Support a range of digital touch points, aiming to bring customers to value in all stages of the customer lifecycle. • Proactively engage customers to mitigate risk, promote renewal, and uncover expansion opportunities. • Own timely escalation of customer and internal queries, understanding when to escalate vs when to problem solve/deep dive. • Conduct effective and engaging customer calls and webinars. • Manage and prioritize a high volume of daily tasks. • Collaborate cross-functionally with Renewals, Sales, Product, and CS teams. • Monitor customer health indicators to identify engagement opportunities and risk signals.