• Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth • Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value • Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy • Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption • Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption • Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions • Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion • Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate

• Serve as the primary strategic partner for mid-market customers • Build strong relationships with key stakeholders • Drive platform adoption and usage by analyzing customer engagement data • Own the ultimate success of your portfolio of customers • Lead regular strategic business reviews, success planning sessions. • Collaborate with Implementation and Services teams • Act as the customer’s internal advocate. • Maintain account documentation like success plans and meeting notes.

• You will align with Sales to begin a relationship with your customers early in their journey with FireMon, setting the stage for a partnership • You will lead several onboarding engagements with your customers, ensuring adoption and ongoing engagement, and product satisfaction throughout the customer's journey • You will set up regular touchpoints with customers using a comprehensive engagement and communications strategy that will ensure high customer satisfaction • Perform periodic customer Experience account reviews that confirm satisfaction and expand FireMon use on the customer end • Implement and share best practices with the customer to ensure they are realizing the greatest possible value from FireMon • Use log data and usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction • Be the primary interface to manage and resolve critical situations • Partner with the Sales, Support, Training, Marketing and Professional Services teams to identify new opportunities to expand customer acquisition or use of FireMon products • Provide expert voice of the customer insight to Product Management, Development and Support on innovation and continuous improvement opportunities • Exceed all performance targets, including maintaining high retention and growth rates • Provide project leadership and organization for customers’ major FireMon project initiatives. • Maintain current functional and technical knowledge of the FireMon product line. • Document, prioritize and manage competing requests across simultaneous client engagements. • Utilize all tools and resources as directed to fully engage with assigned accounts and recommend process enhancements when gaps are found.

• Team leadership & coaching: Lead, mentor, and inspire a team of Customer Success Managers by providing structured coaching, clear expectations, and ongoing development to help them thrive and deliver measurable value to customers • Performance management: Establish clear expectations and KPIs aligned to retention, expansion, customer health, and strategic impact—ensuring consistent team performance and accountability • Customer advocacy: Serve as a trusted advisor and escalation point for key accounts—helping customers navigate change, ensuring Posit remains relevant to their evolving needs, and reinforcing long-term relationships through strategic engagement • Cross-functional leadership: Build strong partnerships with Sales, Product, Engineering, and Support—aligning on shared goals, proactively resolving risks, and driving initiatives that improve the end-to-end customer experience • Process and program design: Design and evolve scalable playbooks, engagement models, and reporting systems—using customer insights as a key input to ensure they remain relevant, consistent, and impactful across the customer lifecycle • Hands-on execution (as needed): Step in when necessary to support high-stakes accounts, model best practices, or refine the customer journey—while empowering your team to lead day to day