• Own a portfolio of accounts from post-onboarding through long-term success • Translate customer goals into concrete success plans tied to operational and CX metrics • Diagnose performance issues and lead improvement plans with clear owners and timelines • Hold customers and internal teams accountable when progress stalls • Track and communicate impact clearly using data, not anecdotes • Master all product features, common use cases, and understand our integration capabilities • Explain technical concepts clearly to non-technical stakeholders • Understand complex automations and provide best practice recommendations • Consistently demonstrate new features to clients and tailor product updates based on specific needs • Understand the cost, headcount, and revenue implications of CX decisions • Engage confidently with senior stakeholders including CX leaders and executives • Identify expansion opportunities rooted in demonstrated value • Quantify and communicate customer ROI using metrics tied to cost savings, efficiency, or revenue impact • Navigate procurement, pricing conversations, and contract tradeoffs with confidence • Turn vague customer problems into clear problem statements and execution plans. May include partnering with other teams including sales, services or product to achieve client outcomes • Bring structured, well-scoped customer feedback back to the product and engineering teams • Participate in cross-functional projects and develop strong internal partnerships • Mentor team members and influence others' professional growth • Lead training sessions with key stakeholders • Create customer-facing content, training materials, and improve existing documentation • Design and facilitate strategy sessions, workshops, updates, and webinars showcasing advanced use cases • Engage actively in our private Slack community as a thought leader and trusted resource