• Own the success of Gladly customers in achieving the value of relationship-based customer service using the Gladly platform. • Build lasting relationships through consistent engagement with customer executives and managers to instill understanding of product vision, value proposition and features. Proactively engage clients to drive product adoption and optimal product experiences. • Partner with Sales Account Executive to develop and execute on account plans, ensure alignment within Gladly teams on account strategy. Develop & maintain relationships with other key internal customer champions, including engineering, product and marketing leadership to help strategically guide the direction of the product based on voice of the customer feedback. • Serve as a product expert for customers, including deployment best practices as well as configuration of product settings/rules to address customer business and technical needs. • Act as a strategic advisor with the ability to make recommendations on how to best leverage the Gladly platform as well as improve processes that may fall outside of the contact center. • Resolve account issues quickly, leveraging resources from across the company as needed. • Contribute to Gladly's Customer Success program development, strategic planning, and customer engagement approach to drive consistency and scale as the company grows. • Participate in pre-sales activities with prospective customers such as meetings, workshops, and webinars.