• Lead, mentor, and coach a team of CSMs • Establish clear performance expectations, KPIs, and development plans • Conduct regular 1:1s, performance reviews, and career progression planning • Foster a culture of accountability, collaboration, and client-centric thinking • Support onboarding and training of new CSM team members • Oversee client portfolios to ensure high-quality service delivery and client satisfaction • Act as an escalation point for complex or at-risk client relationships • Partner with CSMs on strategic accounts to drive retention and growth opportunities • Monitor client health metrics and proactively address risks • Ensure consistent execution of client engagement strategies and service models • Establish standard processes, workflows, and best practices across the CSM team • Partner with leadership to implement process improvements and efficiencies (e.g., CRM usage, reporting, playbooks) • Drive adoption of tools and systems that support scalability • Analyze trends and provide insights to leadership • Deliver regular reporting on team performance and client health • Partner with Sales, Operations, Service teams, and Leadership to ensure seamless client experience • Provide feedback loops on client needs, product/service gaps, and process improvements • Support strategic initiatives such as service model enhancements, onboarding improvements, and scaling efforts

• 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.