• Own the end-to-end client journey—from onboarding and implementation through account management, renewal, and expansion. • Ensure each customer realizes measurable value from our solutions while driving adoption, engagement, and satisfaction. • Lead all aspects of client onboarding and implementation, ensuring 95%+ of projects are delivered on time and within scope. • Track and improve Time-to-Value (TTV) and Implementation Completion Rate to accelerate client success. • Develop and execute engagement strategies to achieve 80–90%+ active usage rates. • Proactively monitor accounts to identify risks and provide strategic recommendations to clients. • Own assigned client accounts and serve as the primary point of contact for enterprise clients. • Maintain 95%+ gross renewal rate and 110%+ net revenue retention (NRR) through proactive relationship management. • Identify upsell and cross-sell opportunities representing 10–15% of total portfolio ARR annually. • Address and resolve escalations and operational issues with a target of 90%+ closure within SLA and CSAT ≥ 4.5/5. • Advocate for client needs internally, collaborating with Product, Engineering, and Support teams. • Contribute to process improvements to enhance operational efficiency, reduce onboarding cycle times (10–15% YOY improvement), and optimize the client experience. • Maintain dashboards and reports to track essential metrics such as Net Revenue Retention (NRR) and CSAT.