• Design and operationalize a scaled CS engine using automation and AI tooling to deliver value across a large portfolio • Build and run one-to-many programs (webinars, office hours, enablement series, lifecycle campaigns), converting repeatable plays into automated workflows • Evaluate, source, and implement tooling that increases customer coverage, engagement, and expansion efficiency • Own gross retention and expansion across ~150–200 accounts, maintaining strong forecasting discipline and renewal rigor • Identify and execute expansion opportunities, building relationships with both technical buyers (web performance leads, mobile leads, SREs, Frontend Leads, VPs Eng) and executive sponsors (CTOs, CPOs) • Be a product and performance expert, serving as a subject matter expert in user-focused observability (mobile and web RUM, synthetic monitoring, and digital performance optimization) • Collaborate cross-functionally with Sales, Solutions Engineers, Marketing, and Product to drive retention, expansion, and customer advocacy