• Execute and optimize growth, retention, and feature-adoption campaigns for small group accounts using multi-channel digital tools and personalized outreach. • Monitor customer health dashboards and leverage AI-generated insights to proactively flag and act on accounts that are at risk or primed for growth. • Serve as the primary point of contact for customer inquiries, providing a timely response to basic questions and efficiently redirecting more complex issues to the appropriate team. • Identify upsell and cross-sell opportunities for your portfolio, managing a scaled pipeline of potential deals and promoting new features through digital nudges and targeted messaging. • Own the contract renewal process for your book of business, ensuring a high retention rate by demonstrating ongoing value. • Master and actively use CRM tools, campaign platforms, and AI platforms to manage the customer lifecycle and drive team efficiency. • Maintain an understanding of key metrics (Retention %, Expansion %, Adoption %) to measure the effectiveness of campaigns and customer interventions.

• Administer and configure InPost's CRM platforms (HubSpot, Pipedrive, Microsoft Dynamics 365 or equivalent) — pipelines, custom objects, user roles, and permissions • Design and maintain automations and integrations using Zapier, Make.com, and where needed Google Cloud Platform — connecting CRM with internal systems, marketing tools, and operational platforms • Translate APM deployment workflows (site sourcing, lead-to-deployment pipelines, partner onboarding) into structured CRM logic • Own data quality across markets: audits, deduplication, field validation, and lifecycle management • Build dashboards and reports tracking pipeline activity, deployment progress, and operational KPIs for international stakeholders • Gather requirements from teams across markets and translate them into scalable CRM configuration and process design • Maintain documentation, playbooks, and training materials; support onboarding and day-to-day CRM queries

• Own the end-to-end renewal management process, maintaining visibility into renewal pipeline activity • Coordinate cross-functionally to reduce renewal risk and prevent revenue leakage • Ensure renewal workflows are initiated early and executed consistently across sales and support teams • Serve as the direct manager of the Business Analyst team • Provide leadership, coaching, and role clarity to ensure alignment with revenue and renewal priorities • Establish accountability standards and execution discipline within the Business Analyst function • Oversee and manage the Client Services Desk • Maintain operational system hygiene and data integrity • Manage third-party technology and system vendors • Oversee recurring and booked revenue reporting

• Serve as the face and voice of Highspot to customers in your portfolio and as “the buck stops with you” owner of those customer relationships internally at Highspot • Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement • Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement • Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, you seek and build replacement relationships • Collaborate with customers to develop a mutual value plan • Analyze your portfolio, identify risks and opportunities, and prioritize for impact • Collaborate with your Account Management partners in the event of renewal risk; project manage the plan to “get to green churn risk” • You will be responsible for identifying expansion opportunities, which you will pass on to the Account Management team • Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges • Help customers realize the full value of the Highspot platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from Highspot that they can quantify and explain • Drive product adoption and ongoing usage of Highspot with a focus on making Highspot an essential platform for the customer while promoting customer satisfaction and advocacy • Identify opportunities to sell add-on services in support of achieving customer goals • Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams