• Independently manage a book of business/portfolio across assigned territories, executing on SOPs and developing proactive strategies to support customers based on segmentation and identified goals and objectives • Ensure that customers are continuously delighted throughout their journey with Renaissance • Regularly contributes to the identification and documentation of risks, applying knowledge of local customer and territory context; Escalates risk appropriately with some oversight • Collaborate with cross-functional team (e.g., Sales, Customer Support, Customer Education), to support customers. Contribute to revenue growth through customer advocacy and success stories • Facilitate or manage support/ product/ experience related customer challenges • Lead strategic customer conversations to ensure deep understanding of product value propositions and alignment with customer goals • Drive advanced product adoption strategies across customer base, supporting the development and implementation of scalable solutions for common customer challenges • Analyze customer feedback patterns and success metrics to provide actionable insights to CS leadership, contributing to product strategy and customer experience improvements • Execute sophisticated retention strategies through proactive risk assessment and mitigation planning, while monitoring customer accounts to address any signs of dissatisfaction or potential churn • Monitor new customers through the onboarding process, ensuring a smooth transition • Deploy many communication strategies to engage customers and engage • Lead customer strategies for personalized engagement operating with greater independence • Provide mentorship in CSM best practices and serve as a subject matter expert for customer success strategies and product support

• Manage a portfolio of 60 French SaaS Accounts • Ensure strong product adoption and feature utilization • Advise clients on building and optimizing WhatsApp marketing campaigns • Guide new customers through product implementation • Track KPIs related to adoption, retention, and campaign performance • Manage escalations and coordinate with technical teams • Use AI tools to generate message templates and automation flows • Maintain structured account notes and CRM updates

• 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