• Own the relationship with a portfolio of SMB customers to become an expert on customer needs • Use our Customer Success platform to engage with customers at scale • Monitor the account through stages, account health triggers, and other ongoing, customized alerts • Reach out to the customer proactively for certain predefined criteria • Work closely with the Customer Support team to ensure customer issues are resolved in a timely fashion • Advocate for the customer when needed • You will be responsible for driving product adoption and retention across our diverse user base, segmenting journeys based on unique goals and needs • Create automated yet personalized touchpoints with our users via email and in-platform onboarding experiences, in partnership with CS Ops, Customer Marketing, and Product • Primary goal of improving client retention and identifying expansion opportunities, focusing on long-term goals of driving adoption, delivering value, and ensuring ROI