• Own and nurture customer relationships, serving as the primary point of contact to ensure customer satisfaction and long-term engagement. • Drive gross revenue retention by proactively managing an assigned book of business and identifying churn risks early. • Increase product adoption and value realization, ensuring customers fully leverage the platform’s features to meet their business objectives. • Identify expansion opportunities, working closely with sales and account teams to grow accounts through upsell and cross-sell initiatives. • Lead executive business reviews (EBRs), presenting progress, ROI, and strategic recommendations to senior stakeholders. • Develop and maintain Customer Success Plans, aligning customer goals with measurable outcomes and tracking progress over time. • Share best practices and thought leadership, guiding customers on industry trends and optimal product use. • Deliver ongoing product education, including new feature announcements and enablement sessions to drive continued adoption. • Act as the voice of the customer, gathering feedback and advocating internally to influence roadmap, features, and support. • Collaborate cross-functionally with sales, product, and support teams to ensure a seamless customer experience.