• Manage customer accounts in various stages of their lifecycle and of various levels of account size, health, and usage. • Develop strong product knowledge to implement advanced and varied types of use cases. • Manage accounts using applicable analytic tools and prioritization methods. • Collaborate with internal teams to act as the voice of the customer and champion their needs. • Build strong relationships with peers and colleagues from CX, Sales, Marketing, Product/engineering and Support while initiating discussions and brainstorming sessions to optimize solutions for our customers. • Explain metrics clearly to customers in a way that communicates value, as well as be able to clearly communicate ROI data to a customer so they understand their ROI received. • Effectively communicates with customers during difficult situations – i.e. feature requests, troubleshooting bugs • Understands and utilizes the resources available for getting answers to product questions – i.e. Teams channels and internal training collateral • Independently connects customer goals with features/functionality in the product without the help of resources, team lead, etc. • Empowers customers to own their own solutions. • Understands partnership software functionality and able to speak to benefits of adoption. • Contributes to enablement resources that empower the entire Customer Success team to scale.