• Help design, execute and continuously improve playbook-driven customer interactions across the scale segment: new customer/onboarding, health checks, renewals, proactive outreach • Own specific motions or programs within the model, from design through execution and measurement • Exercise judgment on edge cases, distinguishing between situations that fit the playbook, situations that need a creative solution, and situations that require escalation • Design and lead one-to-many customer engagements: webinars, digital campaigns, scaled communications • Identify patterns in customer interactions and translate them into process improvements that make the scale function stronger • Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service, security operations, and common integration patterns • Provide coaching and guidance to associate-level team members on process execution and customer handling • Contribute to the design of the scale operating model itself: systems requirements, automation workflows, measurement frameworks

• Execute playbook-driven customer interactions across the scale segment: new customer/onboarding sequences, health checks, renewal prep, proactive outreach • Handle inbound customer requests through shared queues, resolving issues using established processes and documenting outcomes • Monitor health signals and act on automated alerts, escalating when situations exceed the playbook • Participate in one-to-many customer motions: webinars, office hours, digital campaigns • Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service and security operations basics • Flag gaps in playbooks and processes as you encounter them, contributing observations that help the team improve • Provide surge support during security incidents affecting scale customers

• Proactively engage with existing platform users to increase product adoption and engagement. • Build strong relationships with customers, becoming their trusted point of contact. • Conduct proactive check-ins via phone, email and video meetings. • Identify opportunities to improve the customer experience and encourage greater platform usage. • Guide users through platform functionality, features and best practices. • Deliver product demonstrations and onboarding sessions. • Share video tutorials, documentation and learning resources to support customer success. • Help customers confidently navigate the platform and achieve their business objectives. • Gather customer feedback and identify common questions or challenges. • Share user insights with internal teams to improve onboarding, customer experience and product development. • Identify trends that could improve customer engagement and retention. • Contribute ideas that enhance customer education and support resources. • Maintain accurate records of customer interactions within the CRM. • Monitor customer engagement and proactively follow up where additional support is required. • Manage a large portfolio of users while delivering a personalised customer experience. • Collaborate with sales, product and support teams to ensure customer needs are met.

• Take ownership of customer success in Portugal and Spain, including onboarding alignment, adoption, retention, and expansion • Establish the first structured CS rhythm for Iberia: touchpoints, segmentation, playbooks, and customer communication standards • Act as the internal voice of Iberia customers, sharing insights and product feedback with cross-functional teams • Manage strategic accounts with a 1:1 approach: stakeholder mapping, success plans, QBRs, risk mitigation, and expansion • Manage a high-volume base through scalable programs (One-to-Many), especially for onboarding and activation. • Identify churn risk signals and proactively act on them using health scoring, usage trends, and engagement metrics • Identify expansion opportunities (upgrades, add-ons, and broader adoption) and execute the right motion based on customer segment • Promote best practices around WhatsApp Business API setup, templates, messaging compliance, automation, and operational workflows • Help define Iberia segmentation, ICP learnings, and customer journey improvements • Collaborate with marketing and sales as the region grows, ensuring new customers enter with correct expectations and smooth handoffs