- Serve customers across a shared portfolio, working from a prioritized queue rather than a fixed account list.
- Deliver onboarding confirmation, adoption checkpoints, and structured pre-renewal reviews.
- Respond to inbound customer needs within team coverage standards and see them through to resolution.
- Guide customers on best practices, implementation planning, and usage optimization, and deliver product demonstrations.
- Collaborate with Support and Product teams to troubleshoot and resolve issues.
- Connect product adoption to customer business outcomes and contribute improvements to standardized success plays.
- Detect churn risk through health signals, usage decline, support friction, and stakeholder change.
- Prepare renewal-readiness context and hand it off to the Renewals CSM; route cross-sell and upsell opportunities to Sales.
- Maintain rigorous customer documentation and accurate data in Totango and Salesforce.
- Manage concurrent customer conversations and contribute to team KPIs including coverage, response time, adoption, health score, and retention.
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