• Manage a Portfolio of Small to Mid-Sized Customers: You will be the dedicated point of contact for our smaller clients, building strong relationships, understanding their business goals, and ensuring they achieve success with our platform. • Conduct Lightweight Quarterly Business Reviews (QBRs): You will prepare and present regular health checks and performance reviews for your customers, highlighting their successes and identifying opportunities for growth. • Drive Product Adoption: Proactively monitor customer usage and health data, reaching out to offer guidance, share best practices, and ensure they are taking full advantage of the product's features. • Oversee Basic Renewals: With guidance from senior team members, you will manage the contract renewal process for your customer accounts, ensuring high rates of retention. • Analyze Customer Support Ticket Patterns: You'll keep an eye on incoming support tickets from your customers to identify recurring issues, spot trends, and provide feedback to our product and engineering teams. • Handle Hands-On Configuration Tasks: Assist the SAMs by managing technical setup and configuration tasks for larger, more complex customer accounts. • Ensure Timely Resolution of Open Tickets: Act as a point of escalation by following up on open support tickets for strategic accounts to ensure customer issues are resolved promptly. • Prepare Decks for Major QBRs: Support the SAMs by gathering data, creating insightful reports, and building compelling presentation decks for their Quarterly Business Reviews with top-tier clients. • Track and Manage Action Items: Diligently document and follow up on all action items and next steps that come out of customer meetings and calls to ensure nothing falls through the cracks. • Coordinate Internal Requests: Serve as a liaison between the customer and our internal teams (like Support, Product, and Engineering) to manage requests and coordinate resources effectively. • Manage Key Project Timelines: Keep customer-related projects, such as onboarding or special implementations, on track by managing timelines and ensuring all stakeholders are aligned.