• Manage 150 – 180 customer relationships. Some of your customers will be new while others may have been using HubSpot for several years. • Work with your customers on a regular basis to understand their goals and aligning them with the necessary resources to achieve them. • Partner with different teams at HubSpot to 'solve for the customer' including onboarding, up-sell/x-sell, and renewals. Along the way, you will get to know HubSpot’s software incredibly well and help your customers fully adopt the platform. • Your day-to-day is a mix of proactive and reactive work, and CSMs have a lot of autonomy in managing their “book of business”. The proactive work includes 4-5 scheduled deep-dive meetings per day with customers, where you review their progress, make strategic and tactical recommendations, and keep them up to date on the latest and greatest features from HubSpot. The reactive work runs the gamut from questions about invoices to “how to” questions about the software • Promote the growth of your install base by uncovering, scoping and qualifying opportunities where customers can use more Hubspot products and services to ensure customer retention and growth • Understand technical roadblocks and make recommendations on solution implementation and core integrations using Hubspot to overcome them

• Manage a successful business relationship between SailPoint and assigned client accounts • Compile clear, time-boxed plans/engagement models to ensure delivery of a successful identity security program • Monitor accounts for change in solution/product usage, personnel, goals, mission • Provide coaching and advice to clients on the use of SailPoint’s solutions • Develop insights into the challenges faced by client organisations • Interfacing with delivery partners on project statuses • Provide strategic updates on clients’ performance to SailPoint Senior Management • Identify new opportunities for expanding SailPoint product/service usage • Ensure customer renewal and retention for SailPoint • Cultivate additional SailPoint Advocates within assigned customer base

• Serve as the primary contact for sales partners and their high-volume clients. • Ensure the success of e-commerce programs and long-term business relationships. • Build and maintain strong relationships with clients and sales partners. • Lead and manage e-commerce program activities to meet and exceed performance goals. • Support sales efforts with pricing, product presentations, vendor negotiations, and proposals. • Collaborate cross-functionally to support marketing, billing, and logistics.

• You will be the primary point of contact for a portfolio of higher-value and more complex clients, owning those relationships end to end. • You will build trusted relationships with senior decision-makers and stakeholders, understanding their business goals and how Alto can support them. • You will lead regular check-ins, reviews, and business analysis to keep clients satisfied and surface opportunities to add value. • You will lead contract renewals and identify upsell and cross-sell opportunities to maximise account value and revenue growth. • You will develop and execute strategies to mitigate churn, identifying at-risk clients and acting proactively to address their concerns. • You will give consultative advice, showing clients how new features or upgrades solve their emerging challenges. • You will manage onboarding for new clients, ensuring a smooth and efficient transition onto the Alto platform. • You will deliver personalised training and resources so clients are empowered to use the platform to its full potential. • You will troubleshoot early implementation issues and work with internal teams to resolve client queries and technical concerns. • You will be the voice of the customer inside Alto, relaying client feedback to product and customer success teams to shape future enhancements. • You will partner with product and development teams to make sure customer needs are addressed in new releases and updates. • You will work closely with sales, marketing, and support to deliver a cohesive customer experience, and share best practice to help less experienced colleagues grow. • You will monitor and report on client account health, usage metrics, and satisfaction levels. • You will turn data into recommendations that help clients improve how they perform using Alto’s platform. • You will track and manage KPIs such as renewal rates, NPS, and customer engagement.