• Own the full customer lifecycle for a portfolio of LATAM enterprise accounts, from onboarding through renewal and expansion • Build and maintain deep relationships with customer stakeholders and executive sponsors, acting as a trusted strategic advisor throughout their AI journey • Define and track success metrics, health scores, and adoption milestones for each account; translate platform usage into business outcomes and ROI • Design and execute activation strategies — champion programs, office hours, usage reviews, and customized workshops — that drive meaningful platform adoption • Lead business reviews (QBRs) with customer leadership to demonstrate realized value and align on next steps • Proactively identify expansion opportunities and partner with sales on upsell and cross-sell initiatives • Orchestrate cross-functional teams (Product, Engineering, Solutions) to resolve escalations and remove blockers for customer success • Serve as the voice of the LATAM customer internally, surfacing feedback, regional nuance, and product gaps to Product and Engineering • Develop and scale enablement resources — playbooks, onboarding guides, training materials — tailored to LATAM markets • Build and nurture champion communities and power user networks within customer organizations

• Own and grow ARR across the entire client portfolio through disciplined retention and expansion strategies. • Build, lead, and develop the Customer Success team, including Director-level leaders and individual contributors. • Define and execute a scalable Customer Success strategy aligned to Arbital’s growth trajectory and product roadmap. • Partner cross-functionally with Sales, Product, and Delivery to create a seamless client experience from contract through renewal. • Establish a company-wide Voice of Customer program that systematically informs product development and strategic priorities. • Own Customer Success forecast, renewal pipeline, expansion forecast, and retention metrics as part of the company's overall revenue plan. • Recruit, hire, and develop a world-class Customer Success team including Directors of Client Success and their reports. • Coach and mentor Director-level leaders, fostering a culture of accountability, client focus, and continuous improvement. • Establish performance metrics and OKRs for the CS organization, holding the team accountable to outcomes. • Own net revenue retention (NRR) and gross revenue retention (GRR) across the full client portfolio. • Establish executive-level relationships with strategic accounts to deepen partnerships and identify expansion opportunities. • Personally serve as Executive Sponsor for Arbital's largest and most strategic customer relationships. • Oversee portfolio-level health scoring and risk identification, intervening proactively on at-risk accounts. • Partner with Sales leadership to align on renewal and upsell strategy, pipeline, and go-to-market motions. • Drive expansion across new markets, use cases, and buyer personas within existing accounts. • Design and implement the end-to-end Customer Success operating model: processes, playbooks, tooling, and reporting. • Define and track key CS metrics (NRR, GRR, CSAT, time-to-value, adoption) and present regular business reviews to the executive team. • Oversee onboarding, implementation, training, and enablement programs developed by Director-level leaders. • Select and manage CS technology stack (CRM, customer success platforms, analytics tools) to enable scale and visibility. • Lead a structured Voice of Customer program that surfaces insights from across the portfolio to inform product strategy. • Serve as a senior executive sponsor for key accounts, representing Arbital at client executive business reviews and industry events. • Partner with Product, Engineering, and Delivery to close feedback loops and ensure client commitments are met. • Collaborate with Marketing on client case studies, references, and community-building initiatives.

• Own and independently manage a portfolio of enterprise Omni Commerce accounts, driving retention, platform adoption, and measurable customer outcomes across the Omni retail channel. • Lead executive-level client engagements autonomously, including strategic business reviews, escalation management, and senior stakeholder alignment, without requiring manager involvement in routine complex situations. • Act as a senior commerce expert for Omni Commerce operations — digital shelf health, buy-box management, inventory-driven demand signals, pricing and promotion dynamics, and the intersection of in-store and online performance — advising customers and internal teams. • Build and refine onboarding frameworks, operational playbooks, and internal SOPs for the Omni Commerce offering, creating repeatable infrastructure that scales across additional enterprise clients. • Act as the primary conduit between Omni Commerce customers and the Product team, translating nuanced client workflows and market gaps into actionable product feedback that directly shapes the Omni Commerce roadmap. • Identify expansion opportunities within existing accounts and partner with Sales and Account Management to progress upsell and cross-sell motions across our clients portfolio. • Mentor and share best practices with peers across the Commerce CS team, elevating the team's overall Omni commerce fluency and strategic account management capability. • Stay ahead of changes across Omni Commerce ecosystems, including Walmart Connect, Walmart Scintilla (Channel Performance, Digital Landscape, Shopper Behaviors, etc.), Supplier One, Target Vendor IQ, and emerging retail media capabilities, and translate those changes into relevant guidance for clients and internal teams. • Contribute to cross-functional initiatives that harmonize the Commerce offering with Pacvue's retail media platform, ensuring a seamless and integrated client experience.

• Define and execute the long-term Scaled Customer Success strategy across Newsela’s SMB and Schools customer segments. • Lead, coach, and develop frontline managers who are responsible for the day-to-day execution of scaled customer success motions. • Own the scaled coverage model and partner closely with CS Operations. • Maintain accountability for core business outcomes across the scaled customer segments. • Build the team’s ability to identify and influence growth opportunities across the scaled customer base. • Design and improve the scaled customer journey, ensuring customers are advancing through the right lifecycle moments. • Build strong cross-functional partnerships with Sales, CS Operations, Product, Marketing, Enablement, and Customer Experience. • Serve as a senior leader within the Customer Success organization. • Bring clarity to what the Scaled CS team owns and how the team operates.