• Own the customer relationship from post-go live through renewal • Serve as the main point of contact for assigned customers • Conduct regular check-ins and strategic calls to foster engagement • Drive platform adoption and monitor customer health metrics • Advocate for customer needs internally • Lead regular success reviews with stakeholders and analyze customer data

• Own the partner relationship from initial conversations through renewal and beyond, becoming their trusted point of contact. • Listen deeply to each partner’s goals and pain points, ensuring your support is personalized, relevant, and proactive. • Communicate with clarity and heart—whether guiding through tough conversations or celebrating a win. • Anticipate and address issues before they escalate, offering solutions that align with both partner needs and company goals. • Collaborate cross-functionally with internal teams (tech, product, curriculum) to make sure the partner experience is seamless. • Celebrate partners’ wins with intentional gestures that reflect their values and victories. • Track milestones and outcomes across partner programs to inform strategy and foster continuous improvement. • Adapt your communication style to meet each partner where they are—whether that’s drop-ins, virtual calls, thoughtful emails, or a quick celebratory text.

• Establish and nurture relationships with key customer stakeholders, including C-level executives and senior leadership, to align on strategic objectives and ensure Kentik is delivering quantifiable business value. • Take ownership of a portfolio of our most strategic customers, defining and executing a proactive success plan that maps Kentik's solutions to their long-term business goals and desired outcomes. • Systematically track and report on product adoption, health scores, and key performance indicators (KPIs) to proactively identify risks and opportunities for expansion, leveraging these insights to ensure customer ROI. • Act as the internal champion for your customers, collaborating with and leading cross-functional teams (Account Executives, Sales Engineers, Product, and Engineering) to resolve complex challenges and drive the strategic direction of their account. • Develop and own the renewal strategy for your book of business. Identify and cultivate upsell and expansion opportunities, working closely with the sales organization to grow the account footprint. • Serve as the voice of the customer within Kentik, translating critical feedback and market trends into actionable insights for our product and leadership teams to influence the product roadmap.

• Build and execute a comprehensive digital customer success strategy that delivers measurable impact on NRR, GRR, product adoption, and customer satisfaction. • Own the tech stack, align campaigns to customer segmentation and journey mapping. • Lead the integration of Totango with marketing automation tools to orchestrate multi-channel campaigns. • Develop and execute comprehensive one-to-many strategies including webinars, digital workshops, user communities, and knowledge base content. • Define success metrics and build reporting frameworks that demonstrate the business impact of digital CS initiatives.