• 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.

• Act as WorkFusion’s bridge between Global Support and Production Support teams • Develop success plans for customers • Prioritize and drive resolution on escalated customer issues • Promote two-way communication and keep customers informed of ticket progress • Work with Product/R&D managers to identify and resolve issues

• Own onboarding for new customers (non-technical), in close partnership with Solutions • Establish and maintain regular account management cadences • Lead success planning per account, aligned to customer goals and use cases • Own renewals and expansion planning in partnership with Sales • Conduct executive check-ins and stakeholder alignment conversations • Track SLAs and lead escalations to resolution • Develop and maintain customer health scoring and churn risk signals • Identify incident trends and patterns that inform proactive conversations • Lead proactive model tuning and optimization discussions with customers • Conduct release, season, or launch impact reviews tied to game context • Deliver model explainability and transparency walkthroughs for enterprise customers • Train new customer teams and roles to drive adoption • Serve as the primary conduit for customer feedback into Product • Conduct churn post-mortems and synthesize learnings • Provide structured feedback on policies, workflows, and moderation operations • Surface label drift, data quality issues, and workflow change signals • Support lifecycle expansion strategies across products and use cases • Identify and cultivate customer champions • Support reference programs, testimonials, and case studies with Marketing • Contribute to customer community-building efforts • Provide competitive context and product positioning guidance to customers • Share regulatory, safety, and industry trend updates as a trusted advisor • Maintain awareness of customer business context, including seasons and launches