• Own a portfolio of enterprise customers, acting as the primary point of contact post-sale • Build and maintain relationships with key stakeholders, including executive leadership • Drive alignment on goals, expectations, and success criteria • Ensure customers are fully deployed, adopted, and operational • Monitor account health and proactively address risks • Drive usage, engagement, and overall platform and hardware adoption • Lead Quarterly Business Reviews (QBRs) and annual reviews • Provide data-driven insights and recommendations to customers • Identify opportunities for expansion and partner with Sales to execute • Manage renewals for assigned accounts and drive retention • Identify and mitigate risks early, including product, operational, or relationship challenges • Act as the quarterback during escalations, coordinating cross-functional resources • Ensure timely resolution and clear communication with customers • Lead and support onsite deployments for strategic customers, ensuring successful setup, training, and initial adoption • Guide customers in effectively using the platform, including account structure, user management, and system navigation • Monitor and drive ongoing system health and readiness, ensuring customers remain fully operational • Identify opportunities for growth based on usage, gaps, and customer goals, and partner with Sales to execute • Own renewal strategy and execution, proactively managing risk and aligning with customer timelines and objectives • Act as the central point of coordination during escalations, ensuring clear communication and timely resolution across teams

• Customer communication: Inquiries about bookings, appointments, vouchers and complaints come to you. You find an appropriate solution for every issue. • Support platforms: You primarily work with Intercom, email, WhatsApp and Microsoft Teams. • Booking system: Schedule, cancel and reschedule appointments. Manage vouchers. In the event of Expert absences, you independently reschedule and keep operations running. • Calendar & appointment optimization: You identify booking gaps, consolidate appointments sensibly and sustainably improve our Experts' utilization. • Review analysis & partner management: You analyze online reviews and manage external partner platforms. • Monitoring: You maintain oversight and ensure our service promise is met every day. • Shop: Basic maintenance of our online shop as part of day-to-day operations.

• Impulsar los resultados del cliente • Poseer un portafolio de cuentas administradas (plan de negocios) y ser responsable de su retención y crecimiento. • Gestionar procesos de onboarding, adopción y revisión de negocios. • Monitorear la salud de la cuenta y actuar antes de que surjan problemas. • Rastrear y presentar métricas de clientes en cada interacción. • Convertirse en un experto en el producto. • Identificar y ejecutar oportunidades de upsell y expansión dentro de la cartera de cuentas. • Colaborar y reportar sobre el compromiso de clientes, métricas de salud y progreso de cuentas.

• Drive customer outcomes • Own a portfolio of managed accounts (Business plan) and be accountable for their retention and growth. • Run structured onboarding, adoption, and business review processes — always anchored in the customer's goals and measurable results. • Proactively monitor account health and intervene before problems become churn risks. • Track and present customer metrics in every interaction — usage trends, adoption gaps, ROI signals. • Become deeply fluent in Landbot's AI Agent capabilities and be able to demo and advise customers confidently. • Proactively introduce customers to new features and AI use cases relevant to their business. • Translate customer goals into concrete Landbot configurations and workflows. • Stay current as the product evolves — Landbot is moving fast in the AI space and our CSMs need to move with it. • Identify and execute upsell and expansion opportunities within your account portfolio. • Partner with Sales on high-potential accounts and handoffs. • Flag risk accounts early and lead recovery conversations. • Report on customer engagement, health metrics, and account progress to internal stakeholders. • Surface customer feedback and product gaps to Product and leadership in a structured way. • Coordinate with Support on escalations and complex technical issues.