• Serve as a strategic partner for complex mid-market to enterprise organizations, owning the success, retention, and value realization of a portfolio of high-value customers across multiple brands, clients, regions, and lines of business. • Coach and mentor Customer Success Partners and Managers on strategic account management, executive presence, and value-based storytelling, helping elevate performance across the team. • Help operationalize customer success best practices, including onboarding motions, engagement models, and account health management. • Be a primary point of contact for key customers, owning relationships and managing escalations during adoption and ongoing management challenges. • Oversee strategic business reviews, maturity assessments, and growth planning sessions that map CreatorIQ into agency workflows, resourcing models, and client deliverables. • Use data to proactively identify opportunities and risks, influence adoption, and support continuous program growth. • Collaborate cross-functionally with teams including Implementation, Product Education, Support, Sales, and Insights to ensure a seamless, value-focused customer experience. • Ensure all team members are providing account updates in tracking tools and assist them with any hurdles that may arise. • Identify and drive tactical initiatives to enhance productivity, customer satisfaction, growth, and process improvements.