• Learn the product end to end and stay current as it evolves, becoming the internal expert on how it actually behaves in customers' hands. • Bring customer context into internal conversations so decisions are grounded in real usage, real workflows, and real constraints, not assumptions. • Test new and existing functionality through the lens of the people who use it, surfacing issues, friction, and edge cases before they reach customers. • Own clear, reproducible bug reports and route them with the right priority and context, so Build can act quickly and Customer Success is no longer carrying this load. • Support customer-facing delivery through implementation tasks, workflow guidance, training preparation, documentation, and lightweight troubleshooting. • Help create guides, FAQs, templates, internal notes, and other resources that make support more scalable and reduce repeated one-off questions. • Work across customers, regions, and use cases to notice patterns in where customers are getting stuck, what workflows need more support, and where the product experience can be clearer. • Work closely with Customer Success, Product, and Build to make sure customer feedback, product issues, and implementation learnings are shared clearly and followed through.

• Manage a portfolio of approximately 30 Enterprise and Mid-Market accounts with a combined book of business value of circa £1.5m, focused on retention, growth and long-term client success. • Own client performance reporting and optimisation strategies, proactively monitoring delivery, identifying opportunities for improvement and ensuring campaigns consistently achieve strong results. • Oversee end-to-end campaign management, including offer execution, advertising tracking, performance analysis and client reporting to maximise campaign effectiveness and ROI. • Build strong client relationships through regular MBRs/QBRs, in-person meetings and occasional travel, while partnering closely with Account Managers to deliver a seamless client experience.

• Own and manage the full customer lifecycle: onboarding, adoption, training, and renewal • Build strong, proactive relationships with customers in the Americas • Identify and support opportunities for upsell and cross-sell in partnership with Sales • Coordinate with internal teams to resolve customer issues quickly and effectively • Collaborate with Customer Support Engineers to ensure seamless communication and delivery in response to support tickets • Collect and share customer feedback to improve product and service quality • Track success metrics and use data to inform customer strategy and engagement

• Serve as the primary point of contact post sale • Assume overall customer adoption responsibility • Drive customer success strategies and work collaboratively • Develop a trusted advisor relationship with customers and executive sponsors • Partner with internal team members to align account activities with the customer's business case and strategy • Monitor and identify adoption and utilization trends • Educate customers on new features and releases • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal • Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product