• Get on the phone with customers regularly to provide hands-on training, answer questions, and enable them to integrate the product seamlessly into their day-to-day work • Leverage our CS platform, Planhat, to follow automated playbooks and engage customers based on activity (e.g., usage data, customer sentiment) to drive adoption • Collaborate closely with Support, Account Management, and Implementation teams to ensure seamless hand-offs and a unified customer communication experience • Lead small-group and one-on-one training sessions tailored to the specific needs of individual brokers to accelerate their time-to-value • Support the creation and distribution of proactive, educational content (e.g., training videos, webinars) • Capture customer feedback, product needs, and feature requests to share with the Product team, acting as the voice of the broker • Ensure customers are aware of and successfully utilizing all relevant features within our flagship products • Perform against retention and lead generation KPIs • Identify opportunities for account expansion, cross-sell, or new product interest during customer interactions and seamlessly hand those off to the Account Management team • Practice excellent data hygiene, so we can effectively report on key metrics related to your customer segment