• Lead customer onboarding, acting as the primary point of contact to ensure a smooth and value-driven implementation process. • Develop strong, trusted relationships with key stakeholders at all levels, understanding their strategic goals and aligning DexoryView’s capabilities accordingly. • Deliver customer training and workshops onsite and virtually, ensuring teams are confident using the platform and fully understand its benefits. • Create and manage Success Plans for customers, mapping business goals to platform usage, with clear KPIs and milestones. • Monitor account health through usage data, feedback, and engagement signals to proactively address risks and drive retention. • Own customer renewals and upsell opportunities, identifying ways to expand usage and advocate for new features that meet evolving needs. • Collaborate with Sales, Product, and Engineering teams to ensure the customer voice is represented and customer outcomes are delivered. • Gather and report customer feedback, using insights to shape ongoing product development and customer enablement strategies.

• Aufbau einer skalierbaren Customer Success Organisation und Weiterentwicklung bestehender Prozesse. • Definition und Implementierung einer ganzheitlichen Customer Strategy entlang der gesamten Customer Journey. • Verantwortung für zentrale Customer-KPIs, insbesondere NRR, Churn, Retention, Product Adoption und CSAT. • Enge Zusammenarbeit mit Sales, Product und Marketing bei Kundenübergaben und Expansion-Potenzialen.

• Empathize with every aspect of the customer experience, putting customers need first. • Maintain high levels of customer engagement (including on-site meetings) with a focus on customer satisfaction and loyalty. • Conduct usage and adoption reviews, and proactively suggest solutions to common customer challenges. • Continually identify and develop new uses for WebEngage that drive adoption and that align to customer business needs and marketing goals. • Proactively spot and correct any issues that could affect customer satisfaction or retention • Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient. • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers. • Be responsible for upselling and renewals, and increase the revenue per customer. • Implement and optimize cross-channel retention campaigns for the customers. • Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals. • Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business.

• Identify and nurture pre-VIP players, helping them progress into the VIP segment • Manage the ex-VIP segment: re-engage players who have gone inactive or churned • Build and develop communication chains and journeys tailored to VIP and pre-VIP audiences, along with related product-side improvements • Present a plan for VIP communication chains and reactivation chains for churned VIPs as part of your onboarding • Work with Tableau, Power BI, internal dashboards, and business metrics to analyze campaign performance • Collaborate closely with analytics, product, content, design, support, and marketing teams