• Owning the health and outcomes of our scaled portfolio — including onboarding acceleration, adoption growth, retention risk mitigation, and expansion signal qualification across ~1,500 customers • Designing and executing segmented 1:many engagement campaigns using tools like HubSpot, Salesforce, and Outreach • Building personalized monthly adoption email campaigns that improve engagement, clarify customer use cases, and increase adoption of sticky features • Launching and running a repeatable monthly webinar cadence (product roadmap sessions, customer roundtables, and best-practice sharing) • Designing and running structured, time-bound plays focused on re-engaging dormant accounts, mitigating churn risk, and identifying and qualifying expansion opportunities • Analyzing product usage data and telemetry to identify leading indicators of retention risk and growth opportunity • Generating and qualifying expansion leads (CSQLs) through usage insights and structured discovery — maintaining a strong close rate in partnership with Sales • Collaborating cross-functionally with RevOps and Marketing to refine segmentation, health scoring, and lifecycle campaign infrastructure • Leveraging AI tools like Claude, ChatGPT, and Gemini to draft campaigns, surface risk patterns, summarize usage insights, and improve CS leverage • Providing structured feedback to Product and Engineering based on scaled customer insights