- Own customer outcomes for a portfolio of accounts, including our most complex and high-value clients
- Define success criteria with customers and regularly track progress against agreed goals
- Proactively identify gaps in adoption and create action plans to improve product utilization
- Build and maintain strong, trusted relationships with key stakeholders across client organizations
- Serve as the primary point of contact and strategic advisor for all assigned accounts
- Drive ongoing product adoption through regular check-ins, training sessions, webinars, and business reviews
- Monitor account health and engagement to identify risks and opportunities early
- Act as a senior voice of the customer internally, providing structured and actionable feedback to Product
- Help develop and refine CS processes, playbooks, and best practices as the team scales
- Mentor and support other CSMs, sharing best practices and elevating team performance
- Maintain accurate account data, notes, and activity tracking in CRM
- Travel on-site to meet with clients
SalesforceCRM