• Act as the main point of contact for all post-go-live client matters • Build strong, trusted relationships with client stakeholders • Schedule and lead client meetings with clear agendas, structured follow-ups, and ongoing cadence • Share relevant product updates, insights, and best practices • Lead QBRs and strategic business reviews • Educate clients on new features and drive adoption • Cultivate advocacy and gather client references • Share marketing collateral and invite to webinars • Drive adoption of new features and track usage metrics • Proactively engage clients with tailored guidance on how to leverage new features • Create and deliver client-facing training materials and walkthroughs • Monitor engagement to identify areas where additional enablement is needed • Own red account reporting and recovery plans • Track product usage, feedback, escalations, and satisfaction • Maintain client CRM records and CSM dashboards • Conduct regular internal reviews to align on account status • Own the commercial renewal process for assigned accounts • Identify expansion opportunities aligned with client needs • Manage and scope client change requests (e.g., policy updates, new locations, new features) • Maintain and update renewal strategy slides; flag blockers early • Partner with Sales and Product to pitch upsell opportunities • Ensure client commitments are managed in JIRA and delivered cross-functionally • Collaborate with Delight, Product, and Advisory teams for seamless delivery • Share client updates bi-weekly in internal forums and dashboards