• Partner with customer success to co-design and build the end-to-end digital journey—from the moment a sale closes through every renewal cycle. • Manage "one-to-many" implementation motions, such as group setup webinars and automated email drip campaigns in partnership with the growth marketing team and education teams • Partner with teams to Co-Architect in-app guides and self-service configuration tools that empower customers to manage their own setup and account maintenance throughout their lifecycle. • Standardize implementation playbooks, measuring success by reducing the average time-to-value (TTV) for new customers and increasing adoption rates of key features across the existing scaled customer base. • Manage a high volume of simultaneous implementation projects, tracking progress within our CRM to ensure no customer—new or returning—is left behind. • During the busy season, assist with account order processing to ensure new and renewing subscriptions are activated accurately and instantly. • Anticipate bottlenecks in the high-volume queue and work with teams to build automated fixes that keep the implementation and renewal pipeline moving. • Gather and analyze data from across the scale segment to continuously improve the digital journey and enhance the user experience. • Identify common friction points in the customer lifecycle and create "Scale Playbooks," user guides, and FAQs that drive self-sufficiency and retention. • Maintain accurate customer records in HubSpot, ensuring that the technical health of an account is clearly documented for the Success team.