• Act as the strategic partner for a portfolio of high-value customers • Drive retention, expansion, and long-term customer value — not just “happiness” • Identify risks early, create action plans, and push customers toward measurable ROI • Lead QBRs, success plans, and executive-level conversations with practice owners and operators • Create scalable onboarding and education programs that reduce dependency on 1:1 support • Develop playbooks, workflows, and best-practice guides for complex operational use cases • Turn real customer learnings into repeatable content that helps every customer succeed faster • Lead adoption of new features, AI tools, and workflows across your book of business • Own customer-facing rollout strategy for major product launches • Help customers rethink and modernize their internal processes to fully leverage Prospyr • Be the voice of the customer in product discussions — grounded in real usage • Work directly with Product and Engineering to translate customer problems into solutions • Participate in betas, pilots, and early feature testing with customers • Collaborate with Support, Implementation, and Marketing to improve the full customer lifecycle • Help define Customer Success processes, metrics, and tooling as the company scales