• Serve as the primary point of contact post-implementation for our largest global customers • Assume overall responsibility for investment adoption and ensure customer satisfaction by preventing and resolving critical issues and escalations • Partner with customers to define desired business outcomes, focusing on maximizing value realization from our solutions and services • Manage and coordinate key activities with other internal functions including Professional Services, Technical Services, Support, Product, and Engineering to achieve measurable outcomes • Build strong relationships with senior stakeholders, and deliver compelling QBR’s that drive confidence • Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value • Partner with internal team members to align account activities with the customer's business case and strategy • Work with the sales team to properly sell and position Success Services • Provide proactive recommendations for best practices and find creative solutions to any challenges that may arise • Conduct consistent customer health checks • Prepare and educate customers on new features and releases • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal • Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product