- Own a high-volume portfolio of SMB accounts and drive strong renewal rates through scalable engagement
- Lead lightweight onboarding experiences, handing off to in-app guides and automated sequences for ongoing adoption
- Monitor health scores and product usage signals to proactively flag at-risk accounts and add the personal touch when needed
- Design, deploy, and iterate on automated email sequences and AI-generated outreach that replace manual touchpoints across the customer lifecycle
- Manage renewal outreach for the SMB segment, using data signals to prioritize efforts and personalize messaging at scale
- Collaborate with the Support team to ensure customers receive timely responses through live chat and the knowledge base
- Identify expansion signals and route qualified upsell opportunities to the appropriate AE or MM CSM
- Contribute to the design and documentation of the Growth CS playbook, including onboarding flows, automated sequences, and intervention triggers
- Partner with Product to provide feedback on in-app guides, weekly webinar content, and features that drive SMB adoption
Artificial Intelligence