• Implement and monitor digital touchpoints across the client journey to improve platform adoption and value realization without the need for constant direct CSM intervention. • Utilize early-warning tools and data indicators (usage, satisfaction, feedback) to identify at-risk accounts and escalate high-risk renewals to CSM Manager for timely action planning. • Perform day-to-day management of CS tools (Salesforce, Google Workspace, and asset repositories). Ensure client records are meticulous and facilitate efficient team-wide communication. • Create and deploy engaging one-to-many content (email sequences, help guides, etc.) to support client and internal awareness and identify potential expansion opportunities. • Analyze client data to identify trends, providing actionable recommendations to the VP of CS and CSM Managers on how to improve the overall client experience. • Support the implementation of workflows and automation that level up the effectiveness of the CSM team, allowing them to handle larger portfolios more efficiently. • Partner with CS Leadership to refine journey mapping and help resolve gaps in tooling or insights that hinder scalable engagement.