• Own a book predominantly comprised of mid-market customers. • Run structured onboarding and ongoing success plans to drive adoption and outcomes. • Manage inbound customer requests and issues. Triage quickly and coordinate resolution with internal teams. • Proactively engage customers to prevent issues, improve product usage, and reduce churn risk. • Build and maintain relationships with key customer stakeholders. • Drive renewals for customers in your book, including risk identification, save plans, and renewal execution. • Identify and support expansion opportunities in partnership with Sales. • Act as a customer advocate internally. Share clear context and feedback with Product and Operations partners. • Maintain excellent data hygiene across Seso systems, including accurate notes, health signals, and next steps. • Proactively monitor customer health metrics and implement retention strategies. • Serve as an escalation point for complex customer issues. Lead cross-functional action plans to resolution. • Model strong judgment, customer-first communication, and solution-oriented problem solving. • Informally mentor other CSMs by sharing best practices and helping unblock tricky situations.