• Own a defined portfolio of Tier 4 customers and serve as their primary point of contact. • Lead onboarding and ensure customers are successfully launched on the Total Expert platform. • Drive product adoption through proactive outreach, training, and best practice guidance. • Conduct account health reviews and develop action plans to improve engagement and outcomes. • Manage renewal conversations and support retention efforts across your portfolio. • Identify growth opportunities within accounts and execute expansion conversations when appropriate. • Monitor customer usage data and engagement trends to proactively address risks. • Document customer interactions, success plans, and outcomes in the Customer Success platform. • Partner cross-functionally with Support, Product, and Sales to advocate for customer needs. • Participate in customer business reviews and performance discussions as appropriate for account tier.