• Build and manage strong and lasting customer relationships following their onboarding to ensure a smooth transition and continued success with the product. • Provide ongoing customer support & training to ensure customers understand how to leverage the full value of the product and its features, helping them achieve their desired outcomes. • Regularly analyze customer usage data and performance metrics to identify areas for improvement and growth opportunities ensuring customers get the most out of the product. • Monitor customer health and proactively reach out to offer solutions or additional services that can enhance their experience, such as product training, feature walkthroughs, or troubleshooting. • Identify at-risk customers and collaborate with internal teams (Sales, Support, Product) to create targeted strategies to reduce churn. • Manage cancellation and recontract process as required with the objective of increasing customer retention and capturing information that can help build improved strategies to retain customers in the future. • Act as the voice of the customer within the organization, providing valuable feedback to internal teams (product, sales, and support) to improve the overall customer experience and product offerings. • Maintain accurate records of customer interactions, training sessions, and feedback in CRM tools, ensuring all relevant information is tracked and accessible for ongoing relationship management. • Create and deliver engaging written documents, video tutorials, and/or webinars that improve the learning experience for our customers. • Achieve a high level of proficiency in the use and configuration of the RO Writer software, including new features as introduced to ensure customers get the full value of the software. • Effectively communicate (verbal and written) with all levels of the organization and outside customers regarding any reported issues. • Participating in the development and documentation of processes resulting in improved customer success strategies. • Outreach to customers to discuss latest product releases and schedule upgrades as needed. • Perform all other duties as assigned by immediate supervisor. Some travel will be required.