• Serve as account owner and provide mature, thoughtful and reasonable leadership to both the customer as well as internal stakeholders to ensure the on-going success of your book of business • Identify and mitigate churn risk across customer portfolio to ensure company gross retention rates are achieved • Maintain and grow monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption and expansion • Quarterback internal and external initiatives through cross-functional partnerships with sales, onboarding, support, product management, finance, operations and other teams which directly impact overall customer success and drive customer growth • Develop strong customer relationships and serve in the role of trusted advisor to SOCi customers • Analyze lifecycle metrics and provide leadership and/or execution of onboarding, enablement, adoption and retention plays thru both internal and external resources • Effectively employ multi-channel communication strategies that leverage our most effective customer touchpoints including video, e-mail, phone, partners and internal & external champions • Ensure customer reference-ability and overall satisfaction level

• Manage a broad portfolio of Enterprise and Commercial customers • Deliver value through digital touchpoints, including webinars and email campaigns • Monitor and act on customer health signals • Execute playbooks to support onboarding and product adoption • Identify and escalate at-risk accounts for Sales coverage • Maintain accurate data in the customer success platform

• Own the vision and strategy for delivering world-class customer experience through our Services & Success operating model • Drive cross-functional alignment across Sales, Product & Engineering, Finance, and Support by synthesizing customer health, retention, and services delivery opportunities into operational priorities • Lead and execute strategic initiatives to optimize and transform customer engagement, services delivery, and internal collaboration processes • Extract key business insights from qualitative and quantitative data, identify risks and opportunities, and build programs that drive revenue retention, expansion, quality, and operating leverage • Promote a culture of rapid innovation and experimentation across playbooks to drive customer outcomes and enhanced experience • Own annual planning, budgeting inputs, capacity modeling, forecasting, and monthly/quarterly business review functions for TAM Operations • Influence multi-year functional planning by translating business strategy into operational roadmaps, investment priorities, and scalable systems • Own variable compensation design, target setting, and attainment tracking for TAM roles in partnership with Finance and TAM leadership • Lead the TAM Operations function across systems and automation, planning and forecasting, quality, and business insights, through a combination of team leadership and cross-functional influence • Set functional priorities, operating standards, and success metrics for TAM Operations, ensuring execution aligns to company objectives • Make final recommendations and drive execution on operating model, workflow orchestration, and process governance decisions across the Services & Success organization • Build organizational capability by coaching team members, raising the quality bar, and establishing scalable mechanisms that improve decision-making and execution over time • Drive accountability and execution quality through clear KPIs, delivery standards, and regular coaching • Own and operate the AI agent harness and automation layer of our TAM operating model • Design, ship, manage, and iterate on AI-driven workflows that enhance and automate customer health inspection, risk detection, engagement management, services delivery lifecycle, workflow orchestration, quality measurement, and customer experience across TAM and CX • Build scalable, multi-step agentic systems that TAM and CX leaders rely on for planning, forecasting, insight generation, and decision support • Establish governance, system evaluation frameworks, and QA processes for AI-assisted outputs • Set direction for the adoption of new tools and processes, including AI and automation platforms, to drive productivity across the TAM organization • Use AI tools in your own workflow: operational analysis, data modeling, reporting automation, strategic communications, and executive presentations • Apply strong judgment to validate AI outputs, manage risk, and improve the repeatable systems the team uses • Stay current with AI developments relevant to CX operations and translate learnings into operating model improvements • Translate AI workflow results into executive-ready insights that inform strategic decisions across TAM, CX, and GTM leadership • Drive proactive churn and contraction inspection: identify at-risk renewals, perform root cause analysis on losses, and mobilize account teams to execute save motions • Build and operate AI-powered account health and risk inspection tools that surface declining engagement signals and trigger intervention workflows • Drive renewals forecasting in partnership with the TAM & Renewals team • Own TAM coverage modeling end-to-end: define and maintain coverage ratios by segment, tier, and region that balance workload with customer outcomes • Manage book of business assignments and rebalancing including regional allocation of budgeted headcount • Conduct capacity forecasting as the business scales: model the impact of new customer acquisition, tier migrations, and organizational changes on team bandwidth • Own the design and operationalization of post-sales quality measurement across Services and Success

• Manage a portfolio of high-value customer accounts, ensuring consistent value, engagement, and satisfaction • Lead onboarding and training, building walkthroughs and materials that drive early wins • Serve as a strategic advisor, aligning services with customer goals and measurable outcomes • Monitor customer health and deploy retention strategies using CRM data and qualitative insights • Conduct regular check-ins, strategy reviews, and performance updates to maintain alignment