- Own the customer relationship from sales handoff through kickoff, implementation, configuration, training, and ongoing adoption.
- Perform hands-on data cleanup and ingestion for new customer onboarding.
- Conduct business reviews, manage renewals, and drive expansion within existing accounts.
- Serve as the primary point of contact and escalation owner for operational, technical, or general customer success issues.
- Design and document the customer journey, lifecycle stages, and success methodology.
- Configure HubSpot to support and report on the customer lifecycle.
- Build a customer health framework and create standardized playbooks for onboarding, renewal, and expansion.
- Launch a Voice of Customer program to capture feedback and provide roadmap input to Product.
- Translate AI-driven underwriting model insights into plain language for customer leadership.