• Manage community setup, recruitment, engagement, renewal, and overall health. • Collaborate with sales to understand client needs and provide proactive, tailored recommendations. • Design creative solutions using available tools and processes to exceed client expectations. • Serve as the primary contact for clients, internal teams, and external vendors, fostering and maintaining successful relationships with all parties. • Manage vendors and partners to ensure projects stay on schedule and within budget. • Ensure timely completion of all deliverables, including meeting deadlines for invoicing • Continuously monitor program elements, anticipate/identify potential problems, and manage to resolution. • Work within Sago systems effectively throughout life cycle of project • Work collaboratively with clients to provide timely updates on community status. • Collaboration and supporting internal and external teams including programming, data processing, insights and reporting (quant and qual). • Validation and preparing of deliverables (datasets, reports, engagement activities/calendars, communications to community members) • Meet client’s timeline expectations and highest quality of deliverables in the most efficient way maintaining margin for projects • Work in accordance with the SOP's of company. • Other duties as assigned.

• Lead engagements with customers and ensure account retention • Drive renewal business and identify upsell opportunities • Perform customer onboarding, implementation, and training • Manage all aspects of customer engagement • Lead Quarterly Business Reviews (QBRs) • Collect and distribute customer requirements and insights

• Lead, mentor, and grow a team of Customer Success Managers • Empower Renewal Managers and Specialists with effective strategies to drive renewals, achieve targets, and identify expansion opportunities • Champion the adoption of AI tools and automation across your CSM team • Develop and execute strategies for customer retention and expansion • Maintain hands-on knowledge of our AI-driven email security solutions • Serve as a key point of escalation for customer issues

• Manage a portfolio of 500–600 customers through digital-first engagement strategies • Design and deliver digital campaigns (e.g., nurtures, surveys, adoption programs) aligned with lifecycle stages • Monitor customer health and usage data to identify risks and take proactive actions • Deliver digital QBRs/EBRs and webinars to showcase ROI and strengthen engagement • Partner with Renewal Managers on retention strategies for at-risk accounts • Surface insights and adoption trends to inform product roadmap, content, and digital programs • Contribute to playbooks, automation models, and scalable best practices for digital success