• 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

• Partner with Sales and Customer Success teams on bookings, plan modeling, including target setting, and capacity modeling. • Facilitate quota allocation and support compensation planning and attainment analysis. • Own the optimization of customer-related processes to ensure high levels of client satisfaction, retention, and upsell opportunities. • Lead high-impact projects aimed at improving team efficiency, customer experience, and retention. This may include product launches, process improvements, and systems integrations. • Manage, integrate, and champion core Customer Success tools, including the design and deployment of third-party systems, and the ongoing optimization of AI/automation agents • Drive core operating rhythms, including weekly forecasting and booking updates, pipeline reviews, and monthly/quarterly business reviews. • Refine data models and processes to improve forecasting accuracy and predictability. • Enforce stage definitions, rules of engagement, and data standards in our CRM. • Oversees quote-to-close processes for renewals and expansion opportunities. • Leverage analytics to measure customer success KPIs, identify trends, and guide the team toward achieving operational targets. • Build and maintain strategic dashboards, KPI scorecards, and performance metrics to inform decisions across Sales, Customer Success, and Marketing leadership. • Deliver insights suitable for executive presentations, including quarterly business reviews (QBRs), board presentations, and recurring business reviews. • Drive alignment among leadership stakeholders to support seamless GTM execution. • Continuously streamline and improve best practices, including processes, policies, and tools. • Support the selection, integration, and optimization of the Sales Tech Stack (e.g., SalesLoft, ZoomInfo), with a strong focus on leveraging AI-powered platforms to enhance productivity and insights.