• Own a portfolio of strategic accounts, building trusted relationships with both executive stakeholders and day-to-day users. • Act as a strategic advisor by aligning customer goals with product capabilities to drive measurable business outcomes. • Conduct regular check-ins, QBRs, and strategic planning sessions to reinforce value and maintain alignment with evolving customer needs. • Monitor account health metrics (e.g., engagement, usage, NPS) and take proactive, data-driven actions to reduce risk and improve satisfaction. • Own renewal and expansion targets within your book of business. • Carries a quarterly retention and expansion goals aligned to departmental targets. • Own the full customer lifecycle post-sale, including adoption, retention, renewal, and expansion. • Identify and execute upsell, cross-sell, and expansion opportunities through strategic account planning and needs discovery. • Build strategic relationships to enable cross selling within an organization • Develop a deep understanding of client accounts to identify growth opportunities and drive expansion through strategic, consultative account planning. • Drive renewals by demonstrating value, identifying upsell opportunities, and minimizing churn risks. • Proactively manage customer relationships to ensure satisfaction, minimize churn, and drive long-term retention through consistent engagement and value delivery. • Contribute to evolving the Customer Success playbook by sharing best practices, process improvements, and strategic insights. • Serve as the voice of the customer by collecting insights and feedback to inform Product, Marketing, and Support roadmaps. • Support the creation of customer success stories, case studies, and user groups to showcase impact and foster community. • Collaborate cross-functionally to improve the end-to-end customer experience and surface opportunities for platform enhancements. • Lead onboarding for new customers, ensuring successful implementation, early engagement, and a smooth handoff from Sales. • Collaborate with Support and Product teams to resolve issues early and ensure customers realize initial value quickly. • Conduct training sessions, webinars, and enablement initiatives to promote self-sufficiency and drive product stickiness.