• Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits. • Serve as the primary point of contact for customers, starting at their implementation kick-off call. • Build and maintain strong, long-lasting client relationships to ensure satisfaction and loyalty. • Oversee and track the progress of customer implementations for new use cases. • Work closely with technical team members on back-end configuration to ensure customer success. • Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms. • Set a high standard for clarity, responsiveness, and professionalism in all customer interactions. • Lead internal process improvement related to customer communication. • Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability.