• Owns a portfolio of Mid-Market and Enterprise customers, including high-value and complex accounts • Develop and execute strategic success plans aligned to customer goals, risk signals, and growth opportunities • Serve as a trusted advisor to executive and operational stakeholders within customer organizations • Lead renewal strategy and execution, including pricing conversations and contract alignment • Proactively identify and drive upsell and cross-sell opportunities in partnership with Sales and Account Management • Leverage technology and automation with a one-to-many approach in managing customers • Anticipate customer needs and risks by analyzing usage data, sentiment, and engagement trends • Lead proactive interventions to mitigate churn and improve customer health • Deliver executive-level health checks, business reviews, and outcome-based conversations • Manage and resolve high-stakes or escalated customer situations with confidence and empathy • Lead executive-level business reviews by developing compelling, data-driven materials; collaborating cross-functionally on content and deliverables; tailoring messaging to key customer personas; and clearly articulating the value and impact of the Fluxx platform to stakeholders at all levels. • Act as a primary customer advocate internally, influencing Product, Support, Engineering, Integrations, and Marketing • Collaborate cross-functionally to resolve complex issues and improve the end-to-end customer experience • Contribute to process improvements, playbooks/workflows, and best practices that scale customer success efforts • Coach and mentor Associate and peer CSMs through modeling best practices and sharing expertise • Demonstrate advanced proficiency in tools such as Salesforce, Planhat, and other CS technologies • Use data to inform strategy, prioritize accounts, and communicate customer insights effectively • Support customer enablement through tailored guidance, training sessions, and strategic recommendations • Identify and facilitate opportunities for Advanced Services, professional services, and training by partnering with customers and internal teams to ensure timely alignment, delivery readiness, and measurable outcomes.