• Lead, coach, and inspire a team of Account Success Managers (ASMs) across multiple motions - ensuring consistent customer engagement, adoption, and value realization • Own the SMB retention number: drive proactive health management, renewal excellence, and growth with our customers • Drive pipeline generation from the existing base through success-led outbound, usage expansion, and partner-assisted plays • Identify risk and execute retention and expansion plays across accounts, prioritizing customer health and happiness, while building scalable playbooks and success cadences (both automated and high-touch) tailored for the SMB segment • Coach the team to excellence: raise skill levels across communication, consultative selling, and customer management • Celebrate wins and build culture: drive a transparent, accountable, high-energy environment where everyone learns and grows • Implement strong process discipline across renewal tracking, adoption, and risk identification, while representing SMB Success in forecast planning and broader GTM leadership discussions • Collaborate cross-functionally with Sales, Marketing, Product, and Partnerships to align customer lifecycle, renewal, and expansion motions