• Act as the primary point of contact for learners from onboarding through course completion • Conduct 1:1 and group learner support sessions across multiple time zones • Guide learners in structuring study plans and managing progress toward completion • Identify and address learning or engagement challenges early, offering practical solutions • Maintain clear and responsive communication via email, chat, and video calls • Collaborate with facilitators, mentors, and career coaches to ensure learner goals are met • Monitor learner performance and engagement using tracking tools and reports • Collect and analyse learner feedback to recommend process improvements • Provide alumni support and foster a sense of community among past participants

• Own senior relationship management across all channel partners, serving as the primary point of accountability for partner health, escalations, and strategic alignment • Build and operationalize the Partner Success function, including strategic QBRs reporting, communication cadences, and escalation processes • Act as the internal voice of the partner ecosystem, ensuring partner feedback informs product strategy, roadmap prioritization, and operational improvements. • Drive performance conversations using real metrics — net collection rate, win rate, days in AR — and translate data into actionable partner insights • Identify and pursue expansion opportunities within the partner portfolio in close partnership with Sales • Build the partner CS playbook from scratch: processes, cadences, escalation frameworks, and reporting infrastructure • Create scalable frameworks for measuring partner health, identifying risk, and proactively addressing challenges before they become escalations • Maintain visibility across all partner accounts, proactively surfacing risks before they become escalations

• Manage a portfolio of Enterprise customers, ensuring high retention and growth. • Understand customers’ business needs, goals, and KPIs to drive measurable value. • Lead onboarding sessions and act as a trusted advisor for long-term success. • Analyze key metrics, NPS surveys, and account health to anticipate risks and opportunities. • Collaborate cross-functionally to secure renewals and drive expansion. • Work with Product and Engineering teams to ensure AppFollow is effectively configured. • Share best practices to help customers maximize value. • Highlight customer successes by collaborating with Marketing on case studies.

• Manage a portfolio of Enterprise and Strategic accounts to achieve long-term success and drive adoption of our cybersecurity solution. • Develop a deep understanding of the NodeZero product, becoming a trusted adviser on its features and benefits. • Develop a trusted advisor status with customers, understanding their unique cybersecurity requirements and tailoring our offerings to their needs. • Act as a customer advocate, relaying customer feedback to our internal teams to help drive the evolution of our product and services. • Guide clients through the onboarding process and help them understand how to extract maximum value from NodeZero. • Proactively identify customer needs and potential challenges, suggesting solutions that improve their experience and enhance their cybersecurity posture. • Utilize customer usage data to identify major risk, upsell opportunities, and secure annual renewals. • Conduct regular customer success check-ins and perform in-depth quarterly business reviews to align on strategic initiatives and gain deeper executive stakeholder buy-in.