• Build a strong relationship, and a reputation for excellent service, with our customers in terms of user knowledge and problem solving. • Proactively drive customer adoption and value realization within an automation-first environment, leveraging in-product experiences and system-driven workflows while engaging with customers directly at high-value moments. • Investigate and solve customer issues by understanding customer context, usage needs and patterns, and business goals. • Develop a deep understanding of each customer’s business, products, and compliance processes in order to drive adoption, retention, and expansion. • Own subscription renewals for assigned customers, ensuring value is clearly demonstrated throughout the lifecycle and partner with internal teams to support successful renewal outcomes. • Use platform tools to monitor customer health, usage, engagement, and signaling, to identify adoption risks, renewal readiness, and potential upsell opportunities. • Highlight customer use case details to reinforce our products. • Co-ordinate migration to new products as and when needed, acting as the primary customer owner through the migration process. • Identify churn/downsell risk early and work cross functionally to mitigate churn. • Use analytical thinking, platform data, and tools to prioritize engagement and develop strategies in support of optimal usage of our products based on customer needs. • Support customer enablement through a combination of self-service education, knowledge materials, and develop additional programs and documentation as needed. • Record all customer interactions and activity against the customer record ensuring the customer record is comprehensive and up to date. • Regularly monitor customer health, and proactively engage with customer to drive adoption and retention as per our Level of Service Framework • Contribute to the development of an innovative and user-centric customer success structure for a dynamic and sophisticated customer base. • Collaborate with other departments as needed in growing the customer base, driving adoption and retention • Serve as the Voice of the Customer internally, sharing insights, feedback, and emerging needs based on customer engagement.