- Own a defined portfolio of Tier 4 customers and serve as the primary point of contact
- Build strong customer relationships by developing an understanding of each customer's business objectives, priorities, challenges, and desired outcomes.
- Lead recurring customer touchpoints, strategic conversations, success planning, and business reviews.
- Maintain accurate and timely customer documentation, success plans, risks, action items, and account activity within the Customer Success platform.
- Monitor customer health, product usage, engagement, sentiment, and other account signals to proactively identify risks and opportunities.
- Develop and execute action plans to address customer risk, improve engagement, and drive stronger adoption and outcomes.
- Drive product adoption through proactive outreach, education, training, best-practice guidance, and recommendations aligned to customer goals.
- Own renewal conversations and execute retention strategies across your portfolio, escalating risks early and engaging the appropriate internal partners when needed.
- Identify opportunities for account growth and expansion based on customer needs, business objectives, and product fit.
Data AnalysisAccount ManagementCustomer Success+1 more