• Embed with Defense users to train and enable them in using Sofar products • Solve customer challenges using Sofar products • Collaborate with multiple teams, including Sales • Conceptualize participation in military exercises and execute successful product deployments

• Own onboarding for new restaurant customers - set up accounts, configure call flows, and train teams • Serve as the day-to-day point of contact for a portfolio of accounts • Monitor account performance and proactively reach out to improve adoption and resolve issues • Coordinate with our engineering team to triage bugs and surface feedback • Maintain internal documentation and help refine customer-facing resources • Work cross-functionally to influence product development and roadmap • Run quarterly business reviews with our top accounts

• Own the entire customer lifecycle; from onboarding and technical adoption to renewals and expansion, ensuring clients achieve their business goals. • Drive Net Dollar Retention (NDR) across your portfolio by identifying usage growth opportunities and leading expansion strategies. • Act as the voice of the customer internally, working with Product and Engineering to prioritize features that solve real-world lending challenges. • Use data and critical thinking to anticipate risks, identify "signal" in customer behavior, and guide long-term strategy. • Partner with Sales to unblock complex deals and with Delivery to ensure seamless integration of our Rails of Lending (RoL) platform. • Build high-trust, C-level relationships through high-touch engagement and in-person visits to key partners across LatAm. • Contribute to the "playbook" for the CS function, improving standards and processes as the company grows.

• Manage a portfolio of 5-10 Enterprise customers, each representing over $100K in annual recurring revenue, with varying levels of complexity, regulatory scope, and reporting obligations • Own the customer relationship and strategic outcomes while leading cross-functional collaboration across TPMs, AEs, and Engineering to drive accountability across workstreams and proactively resolve issues before they require escalation to senior leadership • Understand Enterprise customer goals and outcomes, staying ahead of risk and proactively driving success rather than waiting to be asked • Follow the Enterprise playbook for customer processes and expectations to deliver a best in class customer experience, including engagement cadences that range from weekly to monthly depending on customer need • Lead structured Relationship Business Reviews (RBRs) that drive strategic conversations and demonstrate customer value • Own and meet Encamp's Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets across your book of business • Partner with AEs to identify expansion opportunities and flag churn risk early • Leverage EHS industry and Encamp product expertise to become a trusted, consultative advisor to customers and their users • Leverage internal tools including Gong, Slack, Front, and AI-powered resources to manage customer relationships, track historical context, and stay ahead of account activity • Be the voice of the customer to provide visibility and escalations to Program Manager and other internal stakeholders • Identify opportunities for improvement proactively and work with Customer Success Leadership to implement • Fulfill regulatory reporting obligations on behalf of customer