• Effectively manage a book of our mid-market customers (typically ~250-300) • Ensure a seamless customer experience throughout the entire life cycle – from onboarding through engagement and renewal • Proactively drive customer adoption and mitigate retention risk • Confidently navigate procurement, commercial terms, and contract negotiations, leading to on-time renewals that maximize net revenue retention • Increase customer retention by conducting effective check-ins, kick-off calls, and business reviews • Accurately forecast renewal revenue for current and future quarters • Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion • Lead account planning efforts in collaboration with Sales to define joint customer success strategies • Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support • Identify opportunities for revenue growth and product expansion in the form of Customer Success Qualified Leads (CSQLs). • Serve as a trusted advisor by connecting customer’s key business challenges to Articulate's solutions and delivering tailored, value-driven recommendations • Be the voice of the customer internally to share product feedback and resolve customer challenges • Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and strategic relationship building • Own and deliver key customer success initiatives that drive product adoption and retention across your book • Participate in special projects and responsibilities aligned with strategic priorities