- Own approximately 50–70 SMB accounts from kickoff through renewal.
- Serve as the primary point of contact through Slack and the customer ticketing system.
- Drive customer health, adoption, and retention across the account book.
- Identify upsell and expansion opportunities and flag at-risk accounts.
- Respond to inbound customer questions and triage issues, resolving them directly or routing bugs and Solutions Engineering requests.
- Introduce customers to platform capabilities, including funding portals, partner scoring, pipeline digests, and automations.
- Facilitate renewals in coordination with Account Management.
- Maintain account notes and health tracking in the customer ticketing system.
- Contribute to internal documentation, playbooks, and help center content.
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