- Own full-cycle post-sales activities: onboarding, enablement and adoption, product demonstrations, and renewals, ensuring every customer is set up for success from day one.
- Serve as the point person to identify, prioritize, and close expansion opportunities (upsell and cross-sell) across new and existing accounts, and negotiate contract terms on SaaS renewals.
- Build a comprehensive account plan that ties value justification, benchmarking, and ROI data to each customer's priorities and hurdles.
- Establish a structured engagement cadence: regular check-ins, QBRs/EBRs, and executive touchpoints that reviews adoption and success metrics.
- Build trusted, multi-threaded relationships across the customer organization, from day-to-day users to senior executives and economic buyers.
- Stay closely attuned to each account's strategic growth plans, technology strategy, and competitive landscape.
- Proactively surface customer needs, risks, and opportunities through ongoing engagement, partnering cross-functionally to drive resolution of account issues.
- Gather customer feedback through structured interviews and surveys, and continuously deepen product expertise to serve as a subject matter expert.
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