• Guide customers through the transition from onboarding/implementation to the CSM phase of their lifecycle • Conduct proactive communication and hold Quarterly Business Reviews to optimize product adoption and identify expansion opportunities • Assess opportunities for product enhancements and liaise with the Product team as necessary • Take ownership of client communication, satisfaction, and retention for assigned accounts • Identify and coordinate clinical trial study design opportunities • Collaborate with cross-functional teams to enhance the overall customer experience, addressing pain points and use cases identified during the sales process and client lifecycle • Address inbound product/feature queries via Live Chat, email, and phone • This role is relationship-centric with some upsell opportunities and potential incentivized commissions