Manage a portfolio of existing SaaS clients to drive adoption, retention, and expansion. Lead the End Month End program, run QBRs, identify upsell/cross-sell opportunities, manage renewals, track KPIs (NPS, retention, expansion), and collaborate with Product, Support, Implementation, Sales, and Engineering to resolve issues and advocate for clients.

First-line support contact for clients: troubleshoot and resolve inquiries, document and escalate incidents, manage ticketing and multi-channel support, assist product roll-outs, create client portal content (docs/videos), and collaborate to improve support processes and client satisfaction.