- Own the customer journey from project kick-off, launch, adoption, and ongoing value realization.
- Build trusted relationships across complex enterprise organizations, engaging with technical teams, product leaders, and C-level executives.
- Align technical and business stakeholders around a shared success plan by understanding customer goals and priorities.
- Translate technical concepts, product capabilities, and performance data into clear business value.
- Plan and lead effective QBRs and EBRs to communicate impact and align on strategic priorities.
- Identify risks and blockers, leading escalations with urgency to maintain customer confidence.
- Advocate for customer needs while balancing technical requests and engineering involvement.
- Provide proactive, strategic recommendations using performance data and ecommerce best practices.
- Maintain success plans, stakeholder maps, and account documentation to ensure alignment.
- Partner with Account Management to support retention and identify expansion opportunities.
Account ManagementStakeholder managementCustomer Success