• Drive customer success by ensuring clients achieve their business outcomes through effective Shorthand adoption while serving as a trusted strategic advisor. • Become an expert in using Shorthand. • Establish and revise goals each customer is aiming to achieve with Shorthand, and track progress towards those goals. • Be the go-to person for customer accounts assigned to you, and develop deep relationships with key personnel in your growth accounts. • Educate customers on how to use the platform and quickly help them to understand the value proposition of Shorthand for their business. • Lead co-creation sessions and provide specific story feedback to customers. • Guide and advise all customers as required. • Provide an outstanding customer experience at all times. • Provide feedback on customers, customer experience, performance and outcomes when requested. • Quickly and efficiently answer customer questions, resolve issues or escalate them to the correct person via relevant customer communication platforms daily. • Triage customer communication to the correct person/team when required. • Handle basic account admin for customers and ensure all customer data is up-to-date. • Run webinars and demos, and record/edit short tutorial videos. • Assist with creating or maintaining training materials and resources, guided by your direct customer interaction and experience. • Identify and escalate customer growth opportunities to Sales. • Collaborate daily with colleagues in Customer Success, Sales, Growth & Marketing, Engineering, Technical Support and Finance. • Report bugs and potential platform improvements. • Use relevant tools for daily customer interactions, light data analysis and administrative duties (including but not limited to Front, Elevio, Pipedrive, Chargebee, Notion, Linear, Shorthand Community).