• Managing client projects from setup to reporting, including timeline expectations and deliverables. • Working cross functionally within a customer’s business to ensure a smooth and impactful client experience. • Learning and using proprietary client platforms, including handling surveys or feedback processes. • Administering data connections between different sources and understanding conceptually how systems interact. • Handling repetitive operational tasks with high accuracy and consistency. • Preparing progress updates and status reports for ongoing projects. • Creating presentations and visual summaries of customer project results. • Supporting ad hoc administrative and reporting tasks across the customer portfolio.

• Build and maintain strong relationships with MSP partners • Guide partners through structured onboarding for new customer deployments • Track customer usage patterns and adoption metrics • Conduct regular check-ins and quarterly business reviews with partner stakeholders • Collaborate with technical support and internal teams to resolve complex issues • Identify and pursue expansion opportunities within partner portfolio • Use available tools and feedback to improve partner experience

• Own renewal forecasting and Net Revenue Retention (NRR) across the Digital segment • Drive strategy to increase retention at scale. • Reduce past-due renewals through structured outreach and proactive risk management • Optimize renewal automation and self-serve motions to improve efficiency and conversion • Team delivery on meeting and exceeding renewal and expansion goals • Pipeline management of renewal/expansion targets and report out on key metrics • Analysis of industry trends and performance metrics to drive execution and accelerate results • Improve customer health and adoption across a digital-first portfolio • Continuously optimize renewal journeys and the self-serve renewal experience • Identify at-risk signals and build proactive intervention plays • Partner regularly with Revenue Operations, Finance, Marketing, and Customer Operations to align forecasting, automation, and campaign strategy • Reduce manual CSM workload through process improvements and scalable systems • Support international territories (MENA, AUS, UK) while ensuring global consistency in playbooks and execution • Inspire, attract, and manage a team of 5 high-performing CSMs and drive all aspects of developing leading and coaching with a high focus on the teams metrics and scorecard • Drive weekly forecasting rigor and KPI accountability • Coach onboarding, product launches, and skill development to elevate team performance

• Provide Tier 2/Tier 3 customer and administrative support for inquiries escalated from the Contact Center, using advanced system knowledge and problem-solving to resolve complex issues. • Build a strong working knowledge of NFPA’s full portfolio of products, training programs, and certification offerings to support customers across multiple channels. • Understand all prerequisites, eligibility requirements, and application processes to guide customers through training and certification participation. • Develop proficiency in the operational systems used to deliver products and services (e.g., HubSpot, NetSuite, learning and certification platforms, order management tools, and standard productivity software). • Apply product and system expertise to deliver high-quality support for offerings that require specialized handling, including training programs, certification workflows, subscription or continuity products, and designated partner or reseller accounts. • Contribute as an active member of a collaborative Customer Success team, sharing knowledge, coordinating handoffs, and ensuring consistent service across channels and customer segments.