• You’ll be the primary point of contact and strategic partner for a portfolio of key accounts. Your mission: drive adoption, ensure success, reduce churn, and uncover expansion opportunities. • Own the end-to-end customer journey: From post-sales handoff through onboarding, implementation, QBRs, renewals, and expansion. • Monitor and act on account health: Proactively assess usage, satisfaction, and risk signals. • Orchestrate cross-functional support: Loop in Engineering, Product, Support, and Sales when customers need technical help, product guidance, or commercial discussions. • Drive product adoption: Ensure customers understand and leverage new features, best practices, and Promptfoo’s full capabilities. • Manage critical workflows: Track POC milestones, implementation timelines, renewal dates, and stakeholder engagement plans. • Lead QBRs and strategic reviews: Prepare agendas, slides, insights, and action plans—and facilitate high-impact business conversations. • Triage and escalate support issues: Monitor critical tickets, ensure SLAs are met, and close the loop with customers once resolved. • Identify expansion opportunities: Spot use cases for scale, additional teams, or advanced features—and partner with Sales to act on them. • Amplify the voice of the customer: Share qualitative and quantitative feedback with Product and Engineering to shape Promptfoo’s roadmap. • Contribute to scalable resources: Update light-touch documentation, FAQs, or onboarding materials based on recurring customer needs.