Support a diverse customer portfolio through structured engagement sessions, proactive outreach, and value-focused conversations. Identify adoption risks and expansion opportunities using customer insights, analytics, and usage patterns. Collaborate with Sales, Renewals, Support, and Product teams to resolve issues, improve customer alignment, and support retention and revenue outcomes. Manage queues, tickets, CTAs, documentation, and data hygiene while helping refine scalable customer success processes and playbooks.

Manage a portfolio of 150+ enterprise renewals across EMEA to ensure on-time retention and high dollar-over-dollar renewal rates. Negotiate terms with procurement, prepare proposals and contracts, partner with Customer Success and Account Executives to drive upsells, maintain a four-month rolling forecast, and track activity in Salesforce while coordinating with Finance and Legal.