• 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

• Perform analyses of data related to customer usage and buying patterns • Prepare and present presentations to relevant stakeholders • Analyze open ended customer feedback and identify key insights • Support the creation of reports and dashboards to be utilized by the team • Collaborating with the team to ensure customer satisfaction and retention • Perform system and document audits looking for patterns • Rectify inconsistencies in customer related datasets