• Lead and manage end-to-end lifecycle marketing – ensuring strong customer engagement, education, awareness, retention, and loyalty- in turn driving higher LTV • Develop and optimize CRM strategies across multiple channels like email, SMS, onsite capture (sign‑up units), and customer groups on social, etc. • Collaborate with Marketing, Merchandising, Analytics, and Product to align on CRM strategies and clearly communicate impact on engagement and revenue • Lead seasonal CRM marketing calendars, balancing promotions and content, and recommend cadence and offer strategies to cross-functional teams • Own A/B and multivariate testing: define the test‑and‑learn roadmap for segmentation, offers, and creative, and continually optimize programs • Track performance, surface insights, and present clear recommendations to leadership to inform broader business strategy • Develop and execute initiatives to grow email and SMS lists, collaborating with Partnerships and Performance Marketing on lead‑gen opportunities • Evaluate and manage CRM/ESP vendors and platforms (including negotiating contract terms and managing compliance); identify opportunities to improve tools, workflows, and results • Stay on top of industry trends, emerging technologies, and customer engagement best practices to shape long‑term lifecycle strategy • Inspire, develop, manage, and mentor a direct report

• Leads the onboarding experience for Thryv and Thryv Marketing clients while clearly defining and gaining agreement on customer expectations. • Effectively educates, demonstrates, and recommends relevant features and lead handling based upon the client’s goals. • Ensures the client’s campaign program is fulfilled and launched according to the primary focus/service, targeting the client’s preferred geography. • Oversees campaign setup ensuring success and conducts optimizations during the initial months to achieve campaign goals. • Completes preview of all live products in preparation of onboarding and strategy calls. • Conducts subsequent calls with client until goals and priorities are met. • Walks client through the knowledge center, videos, live chat, and email, offering multiple methods of assistance to suit the client’s needs. • Provides on-demand support for clients and sales partners, including managing change requests, reviewing performance reports, and assisting with renewals. • Proactively recommends optimization strategies for underperforming and escalated accounts. • Initiates proactive client outreach and conducts strategy calls with assigned clients. • Evaluates client's performance and usage, educates clients, provides recommendations, and implements changes to help improve performance, including advising on marketing budget adjustments to enhance results. • Anticipates client’s needs and offers solutions to continuously improve software usage and campaign performance. • Facilitates client issue resolution during onboarding and strategy calls by collaborating with cross-functional teams such as sales, product, and operations, while keeping clients informed throughout the process. • Provides technical support as needed and troubleshoots issues by replicating them to identify root causes. • Proactively optimizes lead volume and quality by analyzing campaign performance and adjusting strategies to consistently meet client needs and lead estimates.

• Own 8–12 strategic accounts end to end, including onboarding, adoption, health, risk management, renewals, and expansion. • Define and execute Customer Success Plans aligned to customer business objectives, usage, ROI, and time-to-value. • Lead Executive Business Reviews, presenting outcomes, risks, and recommendations to senior and C-level stakeholders. • Manage enablement and technical rollout initiatives, coordinating with Engineering, Product, Support, and Professional Services to remove blockers. • Serve as the primary point of coordination across the account team (Account Executive, Sales Engineer, Support, and Services) to ensure seamless customer coverage. • Develop a deep understanding of customer business needs and translate them into technical and operational requirements for Cockroach Labs. • Proactively identify, qualify, and partner with Sales on expansion opportunities to grow ARR. • Monitor customer health and product consumption, recommending upgrades or enhancements to increase value and adoption. • Track, forecast, and report on key success metrics, including renewal risk, NRR, churn, CSAT/NPS, and time-to-value. • Design and continuously improve scalable Customer Success processes, playbooks, health models, and reporting.

• Own 8–12 strategic accounts end to end, including onboarding, adoption, health, risk management, renewals, and expansion. • Define and execute Customer Success Plans aligned to customer business objectives, usage, ROI, and time-to-value. • Lead Executive Business Reviews, presenting outcomes, risks, and recommendations to senior and C-level stakeholders. • Manage enablement and technical rollout initiatives, coordinating with Engineering, Product, Support, and Professional Services to remove blockers. • Serve as the primary point of coordination across the account team (Account Executive, Sales Engineer, Support, and Services) to ensure seamless customer coverage. • Develop a deep understanding of customer business needs and translate them into technical and operational requirements for Cockroach Labs. • Proactively identify, qualify, and partner with Sales on expansion opportunities to grow ARR. • Monitor customer health and product consumption, recommending upgrades or enhancements to increase value and adoption. • Track, forecast, and report on key success metrics, including renewal risk, NRR, churn, CSAT/NPS, and time-to-value. • Design and continuously improve scalable Customer Success processes, playbooks, health models, and reporting.