• Own a book of ~40–50 SMB accounts from kickoff through renewal • Be the primary point of contact for your accounts via Slack and our customer ticketing system • Drive customer health, adoption, and retention across your book of business • Identify upsell and expansion opportunities; proactively flag at-risk accounts • Lead customer onboarding end-to-end (average 30-day implementation timeline) • Configure marketplace listings across AWS, GCP, and Azure Marketplace • Set up co-sell workflows, CRM integrations (HubSpot, Salesforce), private offers (CPPO, RPOP), and automations • Conduct 4–5 customer calls per day — kickoffs, check-ins, product walkthroughs, and troubleshooting sessions • Deliver 101 training sessions to onboard customer teams on new features and workflows • Serve as first responder for all inbound customer questions via Slack and our customer ticketing system • Triage issues — resolve directly, loop in Product Support for bugs, or create Solutions Engineering requests in ClickUp • Proactively introduce customers to new platform capabilities: funding portals, partner scoring, pipeline digests, automations • Facilitate renewals and manage the renewal process in coordination with Account Management • Maintain detailed account notes, implementation steps, and health tracking in our customer ticketing system • Contribute to internal documentation, playbooks, and help center content • Respond to async customer questions with clear, thorough written guidance • Participate in team syncs, CS biweeklies, and product feedback sessions

• Own the growth strategy across a portfolio of SMB customers • Analyze customer health and product adoption to prioritize outreach • Execute scalable, data-driven engagement strategies • Partner with customers to increase product adoption and business outcomes • Build trusted customer relationships through personalized engagement

• Serve as the primary relationship owner for 1–3 client engagements simultaneously • Maintain client trust at the working level — know your stakeholders, understand their business, and be the person they call when something feels off • Drive alignment between client expectations and what Very can actually deliver • Escalate early and with a recommendation — never let a problem become a surprise • Own the profitability of your engagements — understand margin, monitor burn, and proactively flag risk • Write and negotiate Statements of Work for new phases and follow-on engagements • Identify expansion opportunities within existing accounts and close them • Participate in the sales process for new opportunities • Accountable for the health of delivery on your engagements — scope, schedule, and quality • Make tradeoff calls with confidence; bring options, not just problems • On smaller engagements (≤ $250–400K, single workstream, small team): run the cadence yourself — standups, sprint planning, milestone reviews • On larger engagements: partner with a PM who runs execution; you shift altitude to steering, scope management, and client strategy • Coach team members on what it means to work in a client services organization — communication, expectation management, escalation • Model the standard for how Very engages with clients

• Support coach-client assignments as part of the welcome call cadence for all new VIP clients with oversight from the Customer Success Manager. • Field general how-to questions about the program and onboarding requirements post-sale (received via email, phone, and text messages, primarily). • Work closely with the internal WarriorBabe team to support any client issues and escalations. • Proactively identify clients who may benefit from additional WarriorBabe programs, services, or support offerings and facilitate warm handoffs to the appropriate team. • Support client retention initiatives by helping clients stay engaged, overcome onboarding barriers, and maintain momentum toward their goals. • Contribute to renewal and ascension efforts by identifying opportunities for clients to continue their journey within the WarriorBabe ecosystem while maintaining a client-first approach.