• Manage a high-volume portfolio by leveraging one-to-many communication strategies and CRM/CS tools • Monitor churn risk through behavioral signals and health scores • Identify usage-based expansion opportunities and MQLs • Guide customers toward self-service or live event resources while triaging critical issues • Drive feature adoption at scale by launching automated onboarding journeys • Cultivate digital-first relationships through community engagement, newsletters, and events • Collaborate with CS Ops to optimize systems, playbooks, and reporting • Partner with Product, Marketing, and CS Ops to align campaign messaging • Maintain accurate data in Gainsight and CRM platforms to track scaled CS KPIs