• Develop and execute the enterprise strategy and roadmap for CRM and commercial technology platforms. • Align technology capabilities with business priorities to improve commercial performance and customer engagement. • Evaluate emerging technologies, including AI-enabled solutions, to drive innovation and productivity. • Provide executive oversight of the enterprise CRM platform, ensuring scalability, reliability, adoption, and continuous improvement. • Lead governance, enhancements, release management, and platform optimization. • Ensure seamless integration with ERP, marketing automation, customer support, CPQ, and analytics platforms. • Partner with Sales leadership to optimize lead management, pipeline visibility, forecasting, and opportunity management. • Improve seller productivity through automation and standardized workflows. • Drive adoption of commercial systems and best practices. • Establish enterprise data governance standards. • Deliver executive dashboards and KPI reporting. • Improve forecast accuracy and actionable business insights. • Serve as a trusted advisor to Sales, Marketing, Customer Success, Finance, and IT leaders. • Develop business cases for technology investments and communicate measurable ROI. • Manage strategic vendors, implementation partners, and technology investments. • Build a culture of innovation, accountability, and continuous improvement.

• Own and manage a portfolio of 25-40 enterprise customers, ensuring adoption, retention, and expansion. • Build and maintain strong, multi-threaded relationships with global stakeholders, providing strategic guidance to foster engagement, trust, and long-term value. • Partner with the Implementation team to ensure smooth onboarding, adoption, and knowledge transfer. • Develop and execute success plans to drive adoption and value realization, proactively addressing customer challenges across global markets. • Plan and deliver Executive Business Reviews (EBRs) to executive and operational leaders, highlighting results, insights, and growth opportunities. • Drive Gross and Net Revenue Retention (GRR/NRR) through proactive renewal management and identification of expansion opportunities. • Act as the voice of the customer internally, providing structured feedback to Product and Engineering (feature requests, functionality, trends, etc.). • Support reference programs and case study opportunities by cultivating highly satisfied customers. • Monitor customer health metrics: post-onboarding adoption, satisfaction, contract status, NPS, and usage. • Prepare reports to identify risks, opportunities, and progress toward success metrics. • Partner cross-functionally with Sales, Marketing, Product, and Support to ensure customer needs are met efficiently. • Represent the company at customer meetings, workshops, and industry events as required. • Conduct work in accordance with company policies, procedures, and applicable laws and regulations. • Willingness and ability to travel domestically and internationally for customer or company events, as needed, while managing global accounts virtually.

• Carry a portfolio of complex commercial and enterprise accounts • Drive ABR toward 95%+ across your portfolio • Own strategic relationships with economic buyers and security leaders • Lead business reviews focused on outcomes and driving resolution • Identify and qualify expansion opportunities and partner with Account Executives to close • Orchestrate internal resources so nothing falls through the cracks • Help customers build the internal case for Expel • Own executive communication during security incidents • Mentor and coach junior CSMs on complex situations • Participate in on-call rotation for customer escalations a few times per year

• Drive renewal rates toward 95%+ across your book of business by staying ahead of risk, building genuine relationships, and helping customers get measurable value from Expel • Own the business relationship with security leaders, key practitioners, and where possible, the people who hold the budget — and make sure they can articulate Expel's value to their own leadership • Lead business reviews (sync or async, depending on the account) that tie Expel's work directly to what the customer cares about • Spot and qualify expansion opportunities — cross-sells, upsells, overages — and hand them off to Account Executives to close • Orchestrate internal resources (SSEs, TSEs, Support, Product) to make sure nothing falls through the cracks when customers need something • Keep customers informed and calm during security incidents, coordinating with the SOC on the technical side while you handle the relationship • Forecast renewals accurately, support senior teammates on complex situations, and participate in an on-call rotation for escalations a few times a year