Relocity, Inc.

• Lead a small, high-impact team while defining and operationalizing a more structured and scalable Customer Success & Implementations function • Drive client engagement, retention, and satisfaction across a diverse portfolio • Lead complex, customized implementations, ensuring alignment on scope, timelines, and outcomes • Partner with Product and Engineering to translate client needs into solutions • Own high-profile or complex accounts during critical phases or escalations • Align closely with Sales, Product, Engineering, and Operations • Identify bottlenecks, improve efficiency, and set clear expectations

• Lead all aspects of client onboarding and implementation, ensuring 95%+ of projects are delivered on time and within scope. • Track and improve Time-to-Value (TTV) and Implementation Completion Rate to accelerate client success. • Develop and execute engagement strategies to achieve 80–90%+ active usage rates and customer health scores above target benchmarks. • Proactively monitor accounts to identify risks and provide strategic recommendations to clients. • Own assigned client accounts and serve as the primary point of contact for enterprise clients. • Maintain 95%+ gross renewal rate and 110%+ net revenue retention (NRR) through proactive relationship management. • Identify upsell and cross-sell opportunities representing 10–15% of total portfolio ARR annually. • Conduct Quarterly Business Reviews (QBRs), presenting adoption metrics, ROI, and growth recommendations. • Address and resolve escalations and operational issues with a target of 90%+ closure within SLA and CSAT ≥ 4.5/5. • Advocate for client needs internally, collaborating with Product, Engineering, and Support teams. • Contribute to process improvements to enhance operational efficiency, reduce onboarding cycle times (10–15% YOY improvement), and optimize the client experience. • Maintain dashboards and reports to track Net Revenue Retention (NRR), Gross Renewal Rate, Time-to-Value (TTV), Implementation Completion Rate, Customer Health Score, CSAT and NPS, Adoption/Usage Rates, Issue Resolution Time. • Partner with Sales, Product, and Engineering to align on client goals, prioritize feedback, and deliver enhancements that drive adoption, satisfaction, and account growth.

• Source, recruit, and hire top talent focused on Relocity’s ​​network of contract-based relocation consultants and local experts— this is a high-volume environment where output is measured and performance is tracked against clear metrics including time-to-fill, pipeline activity, and offer acceptance rates • Build strong relationships with hiring managers and teams to ensure hiring requirements are understood, anticipated, and met • Develop robust candidate pipelines across various cities and generate rapid results in a fast-paced environment • Maintain clear visibility into pipeline activity and communicate progress proactively • Deliver an excellent candidate experience through timely, consistent communication at every stage • Drive offer processes, including extending offers and creatively closing candidates • Develop and maintain a network of contacts to source qualified and diverse talent • Coordinate interviews and keep the hiring process moving efficiently

• Perform all sales, prospecting and account management activities related to business development initiatives to corporate clients that are a match for Relocity’s offerings. • Manage, lead and strategize the complete sales cycle from discovery calls all the way through contract discussions and launch of development efforts internally. • Build and maintain an active pipeline of prospective business through networking, emails, cold-calling, trade-show participation, and industry relationships. • Engage Global Mobility and Human Resources leaders, along with other key decision makers, to understand their needs and challenges and collaboratively develop and present appropriate solutions. • Successfully present Relocity services and capabilities to prospective clients via solutions-oriented presentations. • Quickly follow up and qualify all incoming leads for the organization and continuously prospect new accounts to secure new business opportunities in target market criteria. • Coordinate company resources, lead strategy and key messaging in the completion of responses to RFI/RFPs for target market accounts. • With assistance from appropriate resources internally, build sales presentations for use with target accounts. • Consistently re-visit existing customers to reinforce value of solutions being used and introduce new purchase opportunities. • Provide ongoing customer feedback to the internal departments and leaders to improve solutions offerings. • Work closely with internal departments during implementation to ensure the client’s needs are met and ensure a successful implementation. • Attend and participate in industry events, thought leadership opportunities and conventions to increase visibility of Relocity. • Some business travel is a requirement. • Enter account, contact, opportunity and all business relevant information in our CRM system, and always keep the provided information up-to-date. • Regularly attend opportunity reviews and provide reliable information about your future business funnel.

• Own the end-to-end client journey—from onboarding and implementation through account management, renewal, and expansion. • Ensure each customer realizes measurable value from our solutions while driving adoption, engagement, and satisfaction. • Lead all aspects of client onboarding and implementation, ensuring 95%+ of projects are delivered on time and within scope. • Track and improve Time-to-Value (TTV) and Implementation Completion Rate to accelerate client success. • Develop and execute engagement strategies to achieve 80–90%+ active usage rates. • Proactively monitor accounts to identify risks and provide strategic recommendations to clients. • Own assigned client accounts and serve as the primary point of contact for enterprise clients. • Maintain 95%+ gross renewal rate and 110%+ net revenue retention (NRR) through proactive relationship management. • Identify upsell and cross-sell opportunities representing 10–15% of total portfolio ARR annually. • Address and resolve escalations and operational issues with a target of 90%+ closure within SLA and CSAT ≥ 4.5/5. • Advocate for client needs internally, collaborating with Product, Engineering, and Support teams. • Contribute to process improvements to enhance operational efficiency, reduce onboarding cycle times (10–15% YOY improvement), and optimize the client experience. • Maintain dashboards and reports to track essential metrics such as Net Revenue Retention (NRR) and CSAT.