• Strategic Onboarding & Implementation: Take full ownership of the relationship to onboard and implement strategic accounts as quickly and smoothly as possible. Partner with clients to minimize time-to-value and ensure absolute alignment between their strategic goals and Canary's product capabilities. • Cross-Functional Collaboration: Work hand in hand with our Product and Engineering teams to navigate technical workflows and ensure a seamless, frictionless implementation process for complex accounts. • Team Leadership & Mentorship: Help coach and develop other members of the EMEA customer success team, sharing best practices and elevating the team's overall performance. • Process Optimization: Collaborate with the Director of Customer Success, Customer Success Implementation Team Lead and EMEA Product teams to implement new onboarding processes and specialized workflows tailored specifically to the needs of strategic accounts within the EMEA region. • Lifecycle & Account Management: Act as the dedicated Customer Success Manager once accounts are live. Seamlessly guide customers through pilot phases into full contracts, ensuring long-term retention and satisfaction. • Portfolio Growth: Own a strategic book of business, acting as a trusted advisor to identify pain points, unlock cross-sell opportunities, and partner with Sales to expand revenue. • Product Expertise: Deeply understand Canary’s products, both current and future, to effectively communicate their value and impact to enterprise-level clients. • Location: Ideally located in Barcelona, Spain (preferred, but not compulsory). • Travel: Willingness to travel regionally as needed to conduct in-person strategic alignments or business reviews with high-value accounts.

• Serve as the strategic owner of assigned global strategic accounts. • Quarterback across work streams and coordinate with Implementation Manager and Sales. • Lead strategic account planning and develop success plans. • Conduct regular executive business reviews and provide insights. • Ensure smooth transitions from deployment to adoption. • Monitor product usage and adoption across large portfolios. • Partner with Sales to uncover and execute expansion opportunities. • Advocate for customer needs internally by partnering with Product, Engineering, and Support teams. • Promote customer advocacy and transform satisfied brands into champions of Canary.

• Take full ownership of the post-onboarding "in-life" relationship with customers, ensuring long-term retention and satisfaction. • Proactively monitor customer usage and engagement. Partner with clients to ensure they are fully adopting the product. • Regularly assess customer health metrics to develop proactive engagement strategies. • Collaborate with the EMEA Customer Success leadership to design, test, and implement new post-implementation processes. • Act as a trusted advisor to uncover pain points and partner with Sales to expand revenue.

• Manage the full lifecycle of a portfolio of enterprise customers. • Proactively identify and monitor account risk — including signals related to adoption gaps, disengaged stakeholders, unresolved issues, or environment instability — and take clear ownership of escalating and driving mitigation. • Identify when customers are underutilizing capabilities that would meaningfully advance their stated goals, and guide them toward fuller adoption. • Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor. • Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI. • Work closely with sales, marketing, product, and other departments on customer requirements. • Be a customer advocate and the voice of the customer within ControlUp. • Build and maintain a stakeholder map for each account; proactively ensure that the value customers are realizing with ControlUp is being actively surfaced and communicated to the decision-makers, sponsors, and executive stakeholders who need to see it — not just day-to-day users. • Understand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value. • Some travel required