• Act as the primary point of contact for assigned accounts with a scaled, high-efficiency engagement model and build trusted advisor relationships with key decision-makers • Identify upselling opportunities within the current customer portfolio leveraging analytics and sales data to expand brand adoption of POS and value-added services • Deliver tailored success plans using data-driven insights to define clear success criteria, and track progress toward outcomes • Monitor account health through product usage metrics, engagement patterns, and customer feedback, and initiate outreach based on key triggers • Collaborate with executive sponsors to maintain high-level stakeholder engagement and influence renewal outcomes across your portfolio • Identify early warning signs of disengagement or churn risk and take proactive action to mitigate and restore customer health • Escalate at-risk customers and concerns through internal channels and lead cross-functional efforts to address complex issues • Partner with Sales and Marketing to align on messaging, share customer stories, and develop segment-specific engagement strategies • Work with Support and Product teams to surface and resolve recurring customer challenges • Participate in ongoing product training, knowledge sharing, and best practice initiatives within the Customer Success team to continuously improve processes and team effectiveness