• Own the Top Tier Account Book: Take full relationship and revenue ownership of Timely’s largest, highest-potential accounts globally, carrying direct accountability for Net Revenue Retention (NRR) targets. • Proactively identify cross-department upsell vectors, navigate complex procurement, and execute corporate-wide rollouts to systematically close seat expansion, upsell, and cross-sell pipeline. • Build deep, multi-layered relationships across your portfolio. Move aggressively beyond a single point of contact to align with C-suite executives, business unit leaders, and key economic buyers to cement Timely as a long-term strategic vendor. • Partner with the Sales team during late-stage cycles to meet with high-value prospects, present the post-sales success roadmap, and serve as a powerful differentiator to win deals. • Establish and conduct structured, data-driven Quarterly Business Reviews (QBRs) and ROI presentations that tie Timely’s product adoption metrics directly back to the customer's high-level business outcomes and strategic goals. • Lead complex implementations and proof-of-concept transitions, picking up the baton perfectly from Sales to ensure rapid time-to-value during the critical first 90 days. • Customize and execute Top tier account rollout frameworks to ensure smooth, organization-wide software adoption. • Establish and monitor proactive portfolio health indicators. Use AI-driven usage data and relationship signals to identify risks early and deploy mitigation strategies long before the renewal window. • Act as the strategic bridge between our largest clients and internal Product/Engineering teams. Translate complex compliance, security, and feature requests into actionable roadmap inputs that unlock future Top tier account pipeline. • Partner with the Head of CS to design playbook iterations, scale departmental infrastructure, and mentor mid-market CSMs as the team grows.

• Own the full customer lifecycle for a focused portfolio of global, strategic accounts • Embed as a trusted advisor across decentralized buying centers • Act as the “quarterback” for a global virtual account team • Design and scale AI-powered customer programs • Drive adoption and consumption growth • Own expansion and upsell motions directly on retention-focused accounts • Lead strategic success planning, QBRs, and EBRs • Guide high-stakes consolidation and “build vs. buy” evaluations • Navigate complex commercial and governance realities • Build compelling demonstrations, executive presentations, and business value documents • Serve as the vital link between customers and Branch

• Align on strategic goals and establish a mutual success plan that serves as a foundation for long-term customer success and shared outcomes. • Facilitate smooth transitions post-implementation, ensuring KPIs are met and remain relevant throughout the customer journey. • Build strong relationships by understanding customer needs and conducting regular check-ins to monitor satisfaction and account health, including engagement with senior stakeholders and executive sponsors where appropriate. • Develop deep expertise in our solutions to create value for customers, delivering best practices, insights, and ROI-focused guidance while highlighting the benefits of new features and updates. • Demonstrate a commitment to continuous learning and staying current with product innovation, emerging technologies, and AI-driven capabilities. • Identify and act on upsell and cross-sell opportunities, collaborating with teams to drive renewals, manage challenges, and increase retention. • Communicate complex ideas effectively to all stakeholders, using active listening and providing regular updates on key initiatives. • Cultivate customer advocates for testimonials, case studies, and referrals, and streamline feedback for internal teams. • Leverage data and analytics to track customer goals and drive outcomes, using trends to make data-driven recommendations during reviews. • Encourage the use of self-service resources, such as knowledge bases, to empower customers and boost satisfaction.

• Serve as the primary point of contact for assigned clients, ensuring strong and lasting relationships through proactive customer engagement techniques such as regular check-ins, tailored communication plans, and the use of CRM tools to track and enhance interactions. • Address client inquiries and concerns promptly to maintain satisfaction and build trust. • Assist in creating and managing detailed project plans and timelines under the guidance of the Customer Success Manager. • Lead on-site launch events and facilitate virtual and in-person resident engagement activities. • Collect and report client feedback using Voice of Customer (VoC) methodologies such as surveys, interviews, and data analytics to identify areas for service enhancement and inform strategic decisions. • Work closely with the Customer Success Manager to prepare materials for client account reviews and strategy discussions.