• Manage a portfolio of 10–15 accounts, developing strategic success plans that align client objectives with Stylitics’ solutions. • Serve as the primary point of contact for clients, fostering trusted relationships with executives and stakeholders, while surfacing feedback internally to enhance our products and services. • Monitor account health, anticipate churn risks, and proactively implement retention strategies; own renewal activities and identify and convert expansion opportunities in partnership with Sales and internal teams. • Continuously demonstrate ROI by providing data-driven insights, monthly performance reports, and executing client business reviews to reinforce value, opportunities, and areas of focus. • Consistently achieve strong results on GRR, NRR, and client satisfaction (NPS/CSAT) as key measures of success. • Partner with internal teams (Sales, Product, Engineering, Styling, Analytics, Operations) to deliver on client goals and support company-wide initiatives. • Maintain accurate account documentation and information to benefit current and future team members. • Continuously build the knowledge and competencies that drive client success, while supporting peer CSMs through best practice sharing, mentoring, and in-the-moment coaching; contribute to evolving client success frameworks, processes, and tools to scale best practices across the team.

• Own Net Revenue Retention (NRR), driving customer retention, expansion, and long-term revenue growth. • Lead and develop a high-performing Customer Success organization with clear performance accountability. • Drive GMV growth through strategic account planning, executive engagement, and value-based customer partnerships. • Ensure renewal success by proactively managing risk, adoption, and customer health. • Establish scalable Customer Success processes, playbooks, and operating rhythms to support growth. • Use customer insights and data to inform strategy, forecasting, and cross-functional decision-making. • Partner with Sales, Product, and Marketing to align customer lifecycle strategy and improve customer outcomes. • Act as the Voice of the Customer and influence product and go-to-market priorities. • Build a culture of accountability, customer focus, and continuous improvement across the team.

• Architect Lifecycle Journeys: Design and implement logic-based, multi-touch automation flows targeting onboarding, activation, retention, and churn prevention. • Orchestrate Multi-Channel Campaigns: Deploy perfectly timed messaging across Email, Push Notifications, In-App Messages, SMS, and WhatsApp to maximize user engagement. • Drive Hyper-Personalization: Utilize behavioral data and RFM analysis to build dynamic user segments that tailor the value proposition to specific sender behaviors. • Optimize the Funnel: Rigorously monitor drop-off points and deploy targeted interventions and A/B tests to recover abandoned transactions and improve conversion. • Maintain Operational Excellence: Manage the technical execution and database hygiene within enterprise CRM platforms, ensuring strict GDPR compliance and high deliverability. • Analyze and Iterate: Track weekly performance against core KPIs like Activation Rate, 30-day Retention, and LTV, translating cohort data into actionable growth strategies.

• Own the post-implementation experience for up to 65 accounts • Proactively identify opportunities for customers to scale • Act as a strategic advisor to IT, Digital, and Compliance teams • Use data-driven insights to prove how Transcend reduces technical debt • Lead Business Reviews for C-suite stakeholders