Act as a consultant to some of our highest-tier customers; building CSPs, monitoring value realisation and preparing & presenting success metrics to C-Suite.Develop a deep understanding of a customer’s business priorities, objectives, challenges, architecture, and roadmap.Consistently monitoring customer health & engagement. Proactively identifying churn risk and engaging internal stakeholders.Build relationships with multiple contacts within each customer, including executive sponsors, economic buyers & decision-makers, and influence leaders to drive change across the organization.Proactively triage technical and non-technical queries and identify solutions with efficiency.Administer renewals and reduce churn while promoting the upsell of new Xelix products and expanding contract values.Act as the voice of the customer internally and work closely with the Product team to help them prioritise the roadmap.Communicate product deliverables and timelines to customers.Work collaboratively with the commercial and technical teams to find the best product solutions.Work with the other CSMs, founders and commercial teams on strategic topics e.g., market trends & competitor analysis