• Own Enterprise Customer Relationships • Serve as the primary relationship owner for a portfolio of enterprise accounts, building trusted partnerships with operational leaders and executive stakeholders. • Lead customer onboarding, success planning, and long-term engagement strategies from post-sale through renewals. • Drive Adoption, Value & Outcomes • Develop and maintain customer success plans aligned to customer goals, maturity, and desired business outcomes. • Monitor customer health, usage, and risk indicators, proactively driving engagement to ensure sustained adoption and value realization. • Partner with customers to operationalize best practices and embed Rohirrim’s platform into day-to-day workflows. • Renewal Ownership & Expansion Support • Own the renewal process for assigned accounts, including forecasting, timeline management, stakeholder alignment, and risk mitigation. • Partner closely with Sales on expansion opportunities, providing strategic insight, customer advocacy, and evidence of value to support growth. • Lead executive business reviews (QBRs/EBRs) that reinforce ROI, outcomes delivered, and roadmap alignment ahead of renewals. • Discovery & Strategic Alignment • Lead structured discovery with customers to understand organizational goals, processes, and success criteria. • Translate customer insights into tailored adoption strategies, recommendations, and success milestones. • Cross-Functional Leadership • Act as the voice of the customer internally, collaborating with Product, Sales, Support, and Training to influence priorities and improve the customer experience. • Align customer feedback with product enhancements, service improvements, and go-to-market initiatives. • Customer Enablement & Executive Engagement • Deliver high-impact onboarding sessions, strategic workshops, and adoption reviews for enterprise customers (virtually and in-person). • Maintain strong executive relationships, ensuring ongoing alignment, expectation management, and long-term partnership health. • Gather & Share Insights • Capture actionable feedback, success metrics, and usage patterns, sharing insights with Customer Experience and Product leadership. • Contribute to internal best practices, playbooks, and scalable approaches for enterprise customer success. • Be a Trusted Advisor • Serve as a senior advisor to customers, helping them navigate change management, AI adoption, and process transformation. • Provide thoughtful guidance and perspective to customers, colleagues, and leadership.