• Own and lead complex, high‑value, or high‑risk customer relationships, demonstrating strong judgment and independent decision‑making • Develop deep understanding of customer business objectives, success criteria, and accessibility maturity • Serve as a trusted advisor to senior customer stakeholders, including executive‑level contacts • Lead strategic Business Reviews, synthesizing data, outcomes, risks, and forward‑looking recommendations • Anticipate customer challenges and proactively adjust engagement strategies to protect retention and long‑term value • Design and execute customized adoption and engagement strategies aligned to customer goals and maturity • Translate customer goals into actionable platform usage, process improvements, and roadmap alignment • Identify patterns across accounts to surface expansion opportunities, churn risks, or systemic adoption barriers • Provide advanced product guidance and contribute meaningful feedback into product and roadmap discussions • Partner with Onboarding, Support, Services, and Product to remove blockers and improve time‑to‑value • Lead coordination across Sales, Account Management, Product, Support, and Services to ensure cohesive customer execution • Anticipate cross‑functional needs and proactively align stakeholders before issues escalate • Advocate for customers by translating their needs into clear, actionable internal priorities • Help resolve friction across teams while maintaining focus on customer outcomes and company goals • Influence renewal and growth strategy through insight, data, and strong partnership with Account Management • Act as a senior voice of the customer within the organization, influencing improvements beyond individual accounts • Guide customers through accessibility program maturity, including process change, operationalization, and culture change • Monitor progress against customer milestones and adjust strategies in response to evolving needs or ambiguity • Support customers through complex or uncertain situations, providing clarity, prioritization, and confidence • Serve as a resource and mentor to other CSMs by sharing best practices, insights, and guidance • Contribute to the development and refinement of CS playbooks, frameworks, and scalable processes • Identify recurring issues or inefficiencies and propose improvements that raise the bar for the entire team • Model strong collaboration, communication, and accountability in alignment with CARE behaviors