• Own and proactively manage a defined book of business, with tailored engagement strategies by account tier (Tier 1: Strategic, Tier 2: Growth, Tier 3: Nurture) • Serve as a primary partner for value realization, business alignment, and client advocacy – not transactional support or sales fulfillment • Establish trusted relationships with client stakeholders by demonstrating industry expertise, business acumen, and a relentless focus on client outcomes • Deliver structured, cadence-based engagement (Quarterly EBRs for Tier 1, semi-annual check-ins for Tier 2, and scaled touchpoints for Tier 3) • Build and maintain value roadmaps that showcase client progress and expansion potential • Protect and grow recurring revenue by proactively identifying and mitigating churn risks using health indicators, usage data, and qualitative insights • Drive net retention and revenue preservation outcomes through client advocacy and issue resolution • Collaborate cross-functionally to resolve escalations quickly and comprehensively • Identify and communicate proactive opportunities to reduce future issues and escalations • Consistently deliver high CSAT/NPS by focusing on measurable client outcomes • Increase share of wallet by surfacing qualified expansion opportunities (new products, services, licenses) • Partner with AMs and Sales to influence expansion revenue while maintaining CEM accountability for opportunity identification and qualification • Track and improve revenue per client by monitoring adoption, product utilization, and business alignment • Maintain up-to-date CRM records and client success platform data (health scores, sentiment, touchpoints, roadmaps) • Track and report progress against KPIs, demonstrating tangible impact on retention and growth