**Key Responsibilities** **Customer Relationship Management** - Own post-sale relationships for a portfolio of customer accounts, from onboarding through renewal. - Serve as the primary point of contact for account inquiries, adoption support, and engagement needs. - Understand customer goals and workflows to connect Drug Hunter capabilities to tangible outcomes. - Build credibility with scientists, R&D leaders, and procurement teams through professionalism and follow-through. **Renewals & Retention** - Execute renewal processes to ensure high retention (Gross Revenue Retention). - Identify and mitigate churn risks early through data and proactive communication. - Collaborate with Sales to forecast renewals and expansions accurately. - Track and report key health metrics for assigned accounts. **Expansion & Growth** - Identify and close expansion opportunities — new users, new teams, or adjacent use cases within existing customers. - Surface upsell opportunities to Sales through structured internal handoffs. - Advocate for customer needs and usage insights to inform new product features and offerings. **Process & Collaboration** - Maintain accurate account data and activity tracking in HubSpot and related systems. - Partner with Customer Success and Product teams to improve customer onboarding and utilization. - Collaborate with Marketing to identify advocates for case studies and testimonials. - Contribute to the evolution of Account Management playbooks and best practices.