• Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model • Deliver value through digital touchpoints, including webinars, email campaigns, in-app messaging, and group sessions • Monitor and act on customer health signals (usage, engagement, sentiment) to proactively mitigate risk and drive adoption • Execute playbooks and workflows to support onboarding, product adoption, renewal readiness, and expansion opportunities • Support customers in achieving their goals through structured success journeys and best practice guidance • Identify and escalate at-risk accounts or high-impact opportunities for Sales or higher-touch CS coverage • Maintain accurate data in the customer success platform (e.g., Planhat), including engagement, risks, and lifecycle stage • Contribute to the development and optimization of scaled CS programs, content, and automation workflows • Partner cross-functionally with Sales, Support, Product, and Marketing to improve the customer experience

• Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model • Deliver value through digital touchpoints, including webinars, email campaigns, in-app messaging, and group sessions • Monitor and act on customer health signals (usage, engagement, sentiment) to proactively mitigate risk and drive adoption • Execute playbooks and workflows to support onboarding, product adoption, renewal readiness, and expansion opportunities • Support customers in achieving their goals through structured success journeys and best practice guidance • Identify and escalate at-risk accounts or high-impact opportunities for Sales or higher-touch CS coverage • Maintain accurate data in the customer success platform (e.g., Planhat), including engagement, risks, and lifecycle stage • Contribute to the development and optimization of scaled CS programs, content, and automation workflows • Partner cross-functionally with Sales, Support, Product, and Marketing to improve the customer experience

• Generate, vet, and qualify digital, distributor, and inbound leads; serve as the first point of contact and capture critical customer information. • Manage small accounts through pipeline tracking, conversion, and appropriate handoff to Sales. • Maintain accurate customer and operator data in Salesforce. • Drive retention through proactive engagement, post‑sale loyalty tactics, and win‑back efforts. • Identify early churn risks and represent the voice of the customer to improve the end‑to‑end customer experience. • Support Sales with pre‑call preparation, insights, presentations, pricing guidance, samples, and menu inspiration. • Partner with Marketing on campaigns, field‑ready materials, and innovation launches with follow‑up. • Act as a connector across teams to drive alignment and solution‑focused execution. • Support distributor and operator partnerships through collaboration, training, and education. • Enable growth through promotions, innovation support, insights, and operational coordination. • Provide food show support when needed to help drive engagement and execution.

• Become the main point of contact and champion of your customer portfolio; driving customers towards success and triaging your time and effort to where it will make the most impact. • Develop a deep understanding of Recast’s products, our customers’ environments, and the endpoint management market at large. • Articulate value realized to technical audiences (SysAdmin) and translate into tangible business outcomes that showcase to decision makers (Director, C-Suite) the ROI far exceeds the cost of the tools. • Maintain a consistent cadence of communication to your customers, deploying various channels, 1 to 1, and 1 to many conversations as appropriate to increase product adoption, customer retention, and revenue growth. • Manage the renewal process and work closely with the Account Managers to identify opportunities for expansion. • Identify trends and opportunities across customers, building and deploying scalable playbooks to address these issues and provide value. • Build up a pool of customer advocates and drive customer references and case studies. • Act responsively, with attention to detail, to customer requests. • Proactively identify and solve for “at risk” customers. • Strive to improve internal and external processes across the customer lifecycle to make experiences seamless and delightful for all customers. • Work cross functionally with Support and Product to prioritize recurring issues for resolution, marshaling resources across Recast as needed to support customer success. • Work with Recast systems for the creation, management, and tracking of customer information.