• Owns a defined portfolio of customers across the lifecycle, including renewals and expansion • Forecasts renewals and expansion in partnership with Sales, with support as needed • Manages timelines, risks, and customer readiness for launches and ongoing programs • Leads executive-facing QBRs for assigned accounts • Partners cross-functionally to deliver adoption, engagement, and value realization • Represents the voice of the customer and escalates risks appropriately • Contributes to CS playbooks, best practices, and process improvements • Owns the most complex, high-revenue, or strategically critical accounts • Drives executive alignment across large, multi-stakeholder customer organizations • Anticipates and mitigates risk before it impacts retention or expansion • Serves as a strategic thought partner to customers, not just an execution lead • Drives internal alignment across Sales, Product, Marketing, and Leadership for priority accounts • Proactively identifies patterns and influences CS strategy, playbooks, and operating model