• Own and manage a portfolio of accounts, segmented by size, growth potential, and health status • Maintain a minimum 99% logo retention and 102%+ NRR through proactive identification and closure of expansion opportunities • Track MRR retention and MRR growth across your book — you understand and can speak to the dollar value of every account • Monitor leading indicators of account health: login frequency, task assignment rates, communication patterns, VA utilization, and email engagement signals • Navigate renewals 60–90 days before expiration, addressing concerns and negotiating terms proactively • Identify clients with additional hiring needs, build data-driven ROI cases for expansion, and guide clients toward solutions they haven’t yet articulated • Facilitate QBRs for growth and enterprise accounts with data-driven presentations showing value delivered: time saved, cost efficiencies, productivity gains • Assess quality of client outreach — not just frequency, but whether your touchpoints are generating alignment, trust, and forward momentum

• Manage 15–20 virtual assistants across multiple clients simultaneously • Run daily stand-ups and coach EAs in real-time when issues arise • Build and execute personalized development plans for each team member • Track performance metrics including response times, client satisfaction, and quality scores • Jump in hands-on when clients need immediate support — you're a player-coach, not just a manager • Lead video calls with international clients (US, Australia) daily • Partner with clients to optimize EA workflows and stay ahead of their evolving needs • Manage smooth transitions during team changes, EA replacements, and client handovers • Support EA offboarding and account transition checklists when pairings end • Develop and maintain SOPs for key EA functions • Monitor performance across HubSpot, Slack, Discord, Cloudtalk, ChatGPT, Workspace, and Penthouse daily • Support client onboarding calls as needed and follow the handover SOP when accounts transition to a new Account Lead • Flag billing discrepancies and relay client billing questions to the billing team — you coordinate, not calculate • Submit a daily Account Lead Pulse (ALP) report following any internal note or escalation • Maintain clean, accurate records on all team and client activity • Use technology proactively to solve problems and stay organized

• Own day-to-day execution of the scaled CS motion, where a small team supports a high volume of lower-ACV customers through data-driven, one-on-one engagements. • Design the customer journey for scale: define the touchpoints, plays, and automation that help customers reach value without a dedicated CSM for every account. • Set clear, data-driven goals for the team tied to activation, adoption, retention, and expansion across the scaled book. • Partner with the book-of-business motion so accounts move cleanly between segments and customers never fall through the cracks. • Manage, coach, and develop a team of roughly six Scaled Customer Success Managers. • Run effective 1:1s focused on performance, skill development, and growth. • Conduct call and workflow reviews and provide enablement to help the team improve their craft. • Support goal-setting, feedback, and performance management in alignment with company values. • Build and own the operating rhythm for scale: segmentation, health scoring, playbooks, and the reporting that tells you where to focus. • Stand up and improve the systems the motion runs on, including CRM workflows, lifecycle automation, and dashboards. • Use data and customer signals to decide where the team spends its time and to catch risk early. • Identify gaps in execution and proactively improve workflows and handoffs as the motion matures. • Join customer calls and conversations as needed, including escalations and moments that need a leader in the room. • Guide the team through complex customer situations and decision-making. • Model strong customer communication, empathy, and problem-solving in real interactions.

• Act as the main point of contact for assigned customers, developing strategic relationships and guiding platform adoption and success planning • Deliver regular business reviews (QBRs/EBRs), clearly communicating ROI and aligning on success metrics to support retention and expansion • Understand customers’ industries, goals, and challenges to provide tailored recommendations and align internal and external stakeholders on success objectives • Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption • Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and share actionable insights • Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers • Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction