- Owning the health and outcomes of our scaled portfolio — including onboarding acceleration, adoption growth, retention risk mitigation, and expansion signal qualification across ~1,500 customers
- Designing and executing segmented 1:many engagement campaigns using tools like HubSpot, Salesforce, and Outreach
- Building personalized monthly adoption email campaigns that improve engagement, clarify customer use cases, and increase adoption of sticky features
- Launching and running a repeatable monthly webinar cadence (product roadmap sessions, customer roundtables, and best-practice sharing)
- Designing and running structured, time-bound plays focused on re-engaging dormant accounts, mitigating churn risk, and identifying and qualifying expansion opportunities
- Analyzing product usage data and telemetry to identify leading indicators of retention risk and growth opportunity
- Generating and qualifying expansion leads (CSQLs) through usage insights and structured discovery — maintaining a strong close rate in partnership with Sales
- Collaborating cross-functionally with RevOps and Marketing to refine segmentation, health scoring, and lifecycle campaign infrastructure
- Leveraging AI tools like Claude, ChatGPT, and Gemini to draft campaigns, surface risk patterns, summarize usage insights, and improve CS leverage
- Providing structured feedback to Product and Engineering based on scaled customer insights
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