• Build strong relationships with customers, understanding their goals and ensuring they are met through the platform • Conduct regular check-ins to monitor usage and overall satisfaction • Act as the primary point of contact for a portfolio of customers • Respond to support requests in a timely and professional manner • Troubleshoot issues and coordinate with the product team when necessary • Maintain records of customer interactions and feedback • Monitor usage and identify churn risks early, addressing them with tailored support • Identify upsell and renewal opportunities and collaborate with the sales team to execute them • Provide customer insights to product and engineering teams to help shape product direction • Share trends, wins, and blockers with the broader customer success and sales teams