• Manage a high-volume portfolio of growth-oriented customers, balancing scaled outreach with targeted 1:1 engagement. • Conduct customer calls to understand business objectives and align Buildium solutions to customer goals. • Design and execute lifecycle programs that drive adoption, expansion, and customer maturity. • Identify expansion opportunities and to drive revenue growth. • Analyze customer data and usage trends to prioritize outreach and optimize engagement strategies. • Act as a strategic advisor within defined touchpoints, guiding customers toward best practices and deeper product utilization. • Collaborate cross-functionally with Product, Marketing, and Sales to improve customer outcomes and messaging alignment. • Maintain accurate customer data and activity tracking within CRM systems.

• Build the Customer Success organization from the ground up. • Recruit, coach, and develop a high-performing team of Customer Success Managers. • Own GRR, NRR, renewals, expansion revenue, and customer health. • Implement customer health scoring, playbooks, KPIs, and forecasting. • Partner with Sales, Product, Engineering, and Support to improve customer outcomes. • Champion AI and automation to improve productivity and customer engagement. • Identify expansion opportunities across products and customer portfolios. • Create scalable processes that support company growth.

• Serve as the primary point of contact for customer accounts, building lasting relationships and ensuring customers achieve their desired goals and outcomes with Radicle products. • Serve as a Product Knowledge Expert, helping customers adopt effective workflows and address needs by leveraging system functionality and/or referring to internal subject matter experts • Collaborate, problem solve, and/or strategize customer issues and inquiries with other team members • Educate customers on best practices and new features to maximize the value of Radicle products. • Monitor customer engagement and usage through dashboards, identifying areas for improvement and providing actionable recommendations. • Document customer status, needs, activities, communications, and organizational changes in Salesforce and/or other customer relationship management (CRM) tools • Sustain business growth and profitability by maximizing product value, selling add-on services and modules, and offering consultative and training services • Manage and execute the end-to-end renewal process for assigned customers to ensure contracts are renewed on time, providing accurate forecasting throughout the renewal process. • Achieve net revenue retention targets • Attend promotional events at industry related conferences

• Prepare presentations, support Business Development team, pre-configure demo stand to reflect customer use cases and run the demos • Coordinate the post-contract activation process, including the preparation and facilitation of technical key ceremonies • Guide clients through infrastructure requirements and prerequisites, ensuring all stakeholders are prepared for activation milestones • Manage client invitations, application setup, and initial workspace configuration • Deliver structured onboarding sessions to ensure clients understand the product’s capabilities, safe-vs-restricted actions, and how to reach their business objectives • Translate client-specific business cases (e.g., complex approval flows, role management, or transaction policies) into the product’s policy engine • Facilitate live configuration sessions, providing 'hand-holding' support while the client performs setup in their production environment • Act as the primary point of contact for long-term success, conducting regular check-ins to monitor usage, collect feedback, and identify potential risks or expansion opportunities • Collaborate with Product and Engineering teams to translate client feedback into actionable UX/UI improvements