- Manage and retain a book of customers typically under <$20–30k ARR across designated product areas.
- Understand customer business goals and align them to platform capabilities, driving adoption through consistent adherence to established playbooks.
- Build strong working relationships with end users and manager-level stakeholders, ensuring successful onboarding handoffs and long-term engagement.
- Drive proactive outreach focused on adoption, retention, and early identification of risk using customer health analytics.
- Deliver personalized recommendations rooted in best practices, enabling customers to fully utilize core and add-on products.
- Meet or exceed quarterly ARR retention and expansion quota targets, identifying opportunities within the existing product set.
- Document progress, action items, customer needs, and risks with precision, ensuring timely follow-up and clear cross-functional communication.
- Learn product features quickly and translate them into simple, actionable guidance for customers.
- Manage escalations calmly and professionally, owning initial de-escalation and looping in leadership when appropriate.
- Collaborate with Marketing, Product, and other CS teams to share customer feedback and support workflow optimization initiatives.