• Manage a portfolio of high-value and high-potential customer accounts. • Own renewals and develop proactive renewal strategies. • Identify and drive expansion opportunities across your assigned accounts. • Conduct regular business reviews and success planning sessions. • Monitor customer health and proactively mitigate churn risk. • Partner with Product, Support, Sales, and Implementation to deliver an exceptional customer experience. • Maintain accurate customer data and account plans using CRM and customer success tools. • Use AI and analytics to identify trends, prioritize work, and improve customer outcomes.

• 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.