• Provide ongoing support to a portfolio of standard customers, serving as a consistent point of contact to help customers adopt core product features and achieve early success. • Execute proactive, scalable customer engagement programs, including scheduled check-ins, adoption reminders, webinars, group trainings, and mass email campaigns in partnership with the Customer Education team. • Monitor customer health indicators, usage trends, and engagement signals to identify customers who may need additional outreach or support. • Proactively reach out to customers showing early signs of disengagement or confusion, using defined playbooks and guidance. • Respond to customer inquiries in a timely and organized manner, ensuring follow-ups are completed and no requests are left unresolved. • Provide basic product guidance and troubleshooting for common questions, and coordinate with Support, Product, or other internal teams when escalation is required. • Keep customers informed on the status of open questions, requests, or issues, communicating clearly and setting appropriate expectations around next steps and timelines. • Support customer renewals in an auto-renewal model, including outreach, coordination, and issue resolution, with ongoing guidance from management and CX leadership. • Identify and surface potential expansion or cross-sell opportunities based on customer needs and product usage, partnering with Account Management for execution. • Share recurring customer feedback, trends, and insights with internal teams to help improve the customer experience and inform product and process improvements. • Collaborate closely with Support, Operations, Education, Implementation, and Product teams to help scale and refine our standard customer success approach.