• Maintain strong relationships with customers and ownership of customers’ success through renewal rate, NPS and other metrics that measure customer success. • Drive strategic development of customer programs and actively pursue opportunities to improve through expansion, enhancements and operational improvements • Identify opportunities to increase revenue conversion • Establish initiatives to encourage customer growth and upsell opportunities • Create and drive value realization throughout the lifecycle • Proactively identify account risks and drive mitigation strategies • Work with cross functional partners to develop strategies and materials to increase the quality and efficiency of support to customers and users • Work with CSM Leaders on business initiatives and other projects • Work with marketing team to identify customer advocates to participate in feedback opportunities and case studies • Work with Finance teams to improve revenue predictability for customers • Assist in the hiring and training of Customer Success Managers • Perform other duties, assignments, and special projects as time or circumstances demand