• 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

• Develop and maintain user loyalty programs; • Generate ideas and launch gamification mechanics, including lootbox maps, minigames, and scratch cards with online and offline rewards; • Manage CRM bonus campaigns and user communications; • Monitor campaign performance daily and continuously improve results; • Analyze user behavior and key product metrics to identify insights and opportunities; • Segment audiences and build engagement flows across the user journey; • Collaborate closely with Product, CRM, Marketing, Design, Content, Sponsorship, and Brand teams.

• Own the post-sale customer relationship from onboarding through to renewal and growth — acting as the primary point of contact for your portfolio of accounts • Spend the majority of your working week on the road, visiting customers at their sites to support adoption, resolve issues, and strengthen partnerships • Guide customers through product set-up and help them get the most from their Instagrid systems, reducing reliance on combustion generators • Monitor customer health metrics and act early to address risks, prevent churn, and keep satisfaction high • Identify and progress upselling and cross-selling opportunities in close collaboration with the sales team • Conduct regular business reviews with key accounts, demonstrating value and aligning on shared goals • Gather customer feedback and relay actionable insights to the Product and Engineering teams • Coordinate with internal teams to resolve customer issues quickly and effectively • Keep CRM records accurate and up to date at all times

• Verwaltung und Umsetzung von CRM-Kampagnen • Schreiben von conversionstarken, ansprechenden Texten • Erstellung einfacher Visuals und Assets • Kontinuierliches Testen, Optimieren und Auswerten der Kampagnen • Nutzung von AI-Tools, um Kampagnen, Content-Erstellung und Automatisierungen zu verbessern • Zusammenarbeit mit dem Marketing-Team, um neue Ideen und Strategien umzusetzen