• Own post-implementation customer journeys for a portfolio of accounts, driving adoption from go-live through sustained value delivery and measurable ROI achievement • Proactively monitor customer health (usage, sentiment, support tickets) and orchestrate interventions before issues escalate into churn risks • Lead Quarterly Business Reviews (QBRs) that demonstrate ROI, identify expansion opportunities, and strengthen executive relationships • Navigate complex stakeholder environments , building trusted relationships across operational teams, IT, and service delivery leadership • Facilitate adoption activities (workshops, training, change management) that transform user resistance into platform advocacy and feature utilisation • Identify and qualify expansion opportunities based on customer maturity and usage patterns; own or support renewal processes to achieve NRR targets • Collaborate cross-functionally with PS on handoffs , Support on escalations, Product on roadmap feedback, and Sales on commercial opportunities • Drive continuous improvement by developing repeatable playbooks, experimenting with engagement approaches, and contributing to evolving CS methodology