• Guide customers throughout onboarding and for the entire lifecycle, building dashboards and reports, and advising on operational best practices for the ORDR platform. • Become a trusted advisor by understanding each customer’s business outcomes and helping stakeholders set technical KPIs to drive platform adoption and measurable ROI. • Proactively drive adoption, engagement, and expansion across your enterprise accounts by identifying growth opportunities (CSQLs), supporting renewals, and ensuring maximum customer value. • Collaborate daily with Sales, Product, Support, and Engineering teams to resolve challenges, advocate for customer needs, and help shape product features based on customer feedback. • Guide onboarding and training programs, tailoring content to each customer’s specific technical environment and goals. • Communicate clearly and proactively with executive stakeholders, documenting and sharing key learnings and celebrating customer wins internally and with clients.

• Own the post-integration experience for a portfolio of partner accounts, serving as their primary point of contact and trusted advisor • Build deep, consultative relationships with key stakeholders including executives, product leaders, and technical teams • Develop customized success plans that align partner business objectives with Payabli's capabilities and roadmap • Act as the voice of the partner internally, ensuring their needs are understood and prioritized across Product, Engineering, Sales, and Operations teams • Drive platform adoption by coordinating training, feature rollouts, and strategic touchpoints tailored to each partner's needs • Conduct regular business reviews to assess performance, review key metrics, and identify optimization opportunities • Proactively monitor partner health indicators and intervene early to address concerns or remove blockers • Educate partners on industry best practices, compliance requirements, and emerging payment trends relevant to their vertical • Identify and execute expansion opportunities including upsells, cross-sells, and new use cases that align with partner goals • Ensure high retention rates by delivering measurable outcomes, maintaining partner satisfaction, and mitigating churn risk • Develop and execute strategies to increase transaction volume, merchant acquisition, and revenue generation for partners • Collaborate with Sales to support contract renewals and identify opportunities for deeper partnership engagement • Own issue resolution from intake through resolution, coordinating with Support, Engineering, and Operations as needed • Manage escalations with urgency and transparency, keeping partners informed throughout the resolution process • Synthesize partner feedback and pain points to inform product roadmap decisions and service improvements • Track and analyze key performance indicators including partner health scores, processing volumes, approval rates, and merchant concentration • Provide regular reporting to partners and internal stakeholders on account performance, risks, and opportunities • Use data insights to make strategic recommendations and drive continuous improvement in partner outcomes • Maintain accurate records in CRM systems to ensure visibility and collaboration across teams

• Manage and retain a defined portfolio of customers after implementation. • Own customer health, adoption, and renewal readiness for your assigned accounts. • Protect revenue, increase product usage, and identify expansion opportunities within your book of business. • Work cross-functionally with Support, Product, QA, Sales, and Implementation to ensure customers remain successful and retained. • Conduct proactive check-ins and operational workflow reviews. • Monitor usage metrics and identify adoption gaps. • Build and execute customer action plans to improve outcomes. • Document account status, risk signals, and renewal posture.

• Develop and execute a comprehensive customer success strategy aligned with business objectives and revenue goals • Transform operations by implementing data-driven processes, playbooks, and success frameworks • Define and track key metrics (NRR, GRR, CSAT, NPS, product adoption, health scores) and use insights to drive continuous improvement • Partner closely with Sales, Product, Services and Marketing to ensure seamless customer journey and advocate for customer needs • Build a high-performance culture focused on customer outcomes, accountability, and continuous learning • Establish clear goals, performance metrics, and career development paths for team members • Lead a team of four customer success and customer support representatives • Optimize customer segmentation, engagement models, and resource allocation strategies • Implement and refine CS technology stack (CRM, CS platforms, analytics tools) to improve efficiency and insights • Create scalable onboarding, adoption, and expansion playbooks that drive consistent customer outcomes • Establish early warning systems and intervention strategies to reduce churn and identify expansion opportunities • Own executive relationships with key accounts and serve as an escalation point for complex customer situations • Conduct regular business reviews and strategic planning sessions with customers • Gather customer feedback and insights to inform product roadmap and go-to-market strategies • Serve as the voice of the customer internally, advocating for improvements across the organization