• Own the full lifecycle of customer relationships — from onboarding through adoption, expansion, and renewal. • Build deep relationships, drive measurable outcomes, and ensure every customer renews and grows. • Manage a portfolio of enterprise accounts as the primary post-sale contact. • Lead the end-to-end renewal timeline: health assessment, executive alignment, proposal, negotiation, and closing. • Run monthly check-ins, semi-annual QBRs, and annual Executive Business Reviews (EBRs) for strategic accounts. • Define customer-specific success metrics at contract start and track them throughout the lifecycle. • Monitor product health via adoption dashboards; address low-utilization signals proactively. • Deliver data-driven QBR materials that demonstrate ROI against stated business outcomes.

• Own the full lifecycle of customer relationships from onboarding to renewal. • Help customers unlock full value of NetBrain's platform by building deep relationships. • Drive measurable outcomes to ensure every customer renews and grows. • Build and own multi-threaded stakeholder maps across IT Operations and executive leadership. • Run monthly check-ins, semi-annual QBRs, and annual EBRs for strategic accounts.

• Own a portfolio of funded US customers throughout the full post funding lifecycle, from onboarding through to renewal, upsell and re engagement. • Own post funding onboarding, making sure customers understand their repayment schedule, account access and support channels from day one • Monitor account health across your portfolio and proactively reach out when signals suggest a customer needs attention before it becomes a problem • Own reactivation and re engagement of past and dormant customers, running win back campaigns for churned or denied applicants and customers who haven't taken further capital, coordinating with Sales and Marketing to bring them back into an active facility • Manage renewals and upsells, including top ups, line of credit extensions and refinancing into new products, working closely with RevOps and Underwriting to triage and route each deal type correctly • Act as the primary point of contact for customer escalations, resolving what you can directly and routing complex issues to the right team, whether that's Operations, Risk, Collections, Partnerships or Engineering • Track and drive improvements to NPS and CSAT through proactive aftercare, problem solving and testing solutions with your customers • Become a subject matter expert on the small business financing space and act as the voice of the customer, feeding insights back into product development • Work effectively within our tools, including HubSpot, Back Office and Aircall, and help identify where AI powered support like Nova can take routine queries off your plate

• Lead critical activities such as onboarding, escalations, training resource delivery, risk mitigation, and renewals for a shared customer book of business • Handle customer cases assigned via a round-robin system, ensuring timely responses and resolution while maintaining high-quality outcomes • Proactively share relevant resources and insights to help customers maximize value and engagement and help mitigate risk • Leverage tools like Salesforce to manage and prioritize tasks, ensuring no cases are overlooked and all workflows are documented effectively • Partner with cross-functional teams, including Customer Support, Accounts Receivable, and Marketing, to align on customer goals and provide holistic support • Share feedback and contribute to refining processes to enhance team efficiency and scalability • Maintain accurate renewal and opportunity data in team dashboards to support retention and upsell opportunities as well as maintaining a clean and updated Dashboard of daily tasks and cases