Vanilla

• Build strategic, trust-based relationships with key customer stakeholders to drive loyalty, advocacy, and long-term partnerships. • Hire, mentor, and scale a team of Customer Success Managers across Pooled and Named segments, ensuring each receives the appropriate level of engagement and strategic support. • Design and implement scalable operational frameworks and SOPs tailored to both segments, continuously identifying gaps and bottlenecks in the customer journey. • Develop and execute strategies to grow retention, reduce churn through proactive at-risk identification and early intervention, and capitalize on upsell and cross-sell opportunities. • Partner with the customer onboarding team to ensure customers quickly realize value and maintain high engagement throughout their lifecycle. • Act as a key voice in shaping the company's overall customer success strategy and providing thought leadership to enhance Customer Success at scale. • Define, track, and report key Customer Success metrics including NPS, churn, customer health scores, and time to value to the executive leadership team. • Collaborate closely with Product, Sales, and Marketing to align on customer needs, integrate feedback into product development, and ensure a cohesive experience from pre-sales through adoption and beyond.

• Translate high-level direction into clear, buildable scopes without waiting for perfect inputs • Partner with product leadership on priorities, then own the execution end-to-end • Write crisp, detailed requirements and user stories that anticipate edge cases, failure states, and dependencies • Work closely with engineering to break work down, remove blockers, and keep momentum high • Define success metrics and build lightweight dashboards or queries to monitor them • Lead discovery yourself—interviews, workflow mapping, quick validation loops • Collaborate with design to rapidly prototype, test, and refine interaction patterns • Identify opportunities for simplification across the product workflows and contribute to architectural cleanup • Champion AI internally by using it in your workflow and helping teammates adopt AI-first processes • Find valuable ways to embed AI into the product experience to delight our customers. • Drive alignment across engineering, design, and GTM so shipped work stays coherent and connected • Ship quickly, measure, learn, and iterate

• Guide customers from onboarding through long-term adoption, ensuring they achieve their business goals with Vanilla’s solutions. • Create and manage Customer Success Plans (for simple accounts) and Strategic Customer Account Plans (for complex accounts) that outline customer goals, key metrics, and opportunities for growth. • Own the renewal process, identifying expansion opportunities and mitigating potential churn. • Act as the voice of the customer, gathering insights and collaborating with Product, Sales, and Support teams to improve customer experiences. • Implement and refine tools and processes that enhance customer engagement, track client health scores, and improve overall satisfaction. • Work closely with Sales, Product, and Leadership to align customer needs with company strategies. • Contribute to a company-wide mindset that prioritizes customer obsession and long-term relationships.

• Own and evolve Vanilla’s product vision aligned with company goals • Establish AI as a core platform capability, focused on real customer value • Balance innovation with trust - ensuring accuracy, transparency, and reliability • Translate strategy into a clear, prioritized roadmap across near- and long-term horizons • Drive roadmap execution in close partnership with Engineering • Navigate ambiguity, especially in AI tradeoffs (latency, accuracy, model behavior) • Ship quickly and iteratively - measure, learn, and improve • Build scalable, high-quality products with strong development practices • Develop deep expertise in advisor workflows and high-trust financial decisions • Lead discovery through research, interviews, and rapid validation • Ground decisions in user needs, market context, and product data • Champion a trust-first approach to correctness, transparency, and security • Partner with Marketing, Sales, and CX on positioning and launches • Align product, pricing, and packaging with revenue goals • Drive adoption through continuous product and GTM iteration • Hire and develop exceptional PMs and Designers • Set a high bar for product thinking, execution, and AI fluency • Ensure the team has the necessary resources and support to consistently meet high performance expectations. • Foster a culture of ownership, speed, and continuous improvement • Implement lightweight processes that enable autonomy and accountability • Define and track key product and business metrics • Use data to inform prioritization and decision-making • Communicate progress and outcomes to leadership and stakeholders • Align Engineering, GTM, and leadership on priorities and outcomes • Clearly communicate strategy, progress, and insights • Influence decisions through strong judgment, data, and customer context.

• Establish clear, tiered support models aligned to customer complexity and value • Implement operational rigor across SLAs, escalation pathways, QA, and performance management • Build structured feedback loops between Support, Product, and Engineering that reduce systemic friction • Launch a scalable self-service and knowledge strategy that increases deflection and consistency • Improve measurable Support contribution to retention and expansion • Ensure Support operations scale predictably alongside company growth • Strengthen support operations through scalable processes, clear escalation models, quality standards, root cause analysis, and strong accountability mechanisms • Reduce customer effort by identifying recurring friction patterns and systemic ticket drivers • Partner with Product and Engineering to resolve high-impact issues and implement structured, data-driven feedback loops with measurable reduction targets • Build and scale a self-service and knowledge strategy, owning knowledge base architecture, governance, and quality standards • Design scalable troubleshooting workflows that improve resolution speed and consistency • Architect segmented support models that align service levels to customer needs and unit economics, ensuring efficient and strategic resource allocation • Position Support as a key retention lever by partnering with Customer Success to identify risk signals, establish proactive intervention triggers, and improve early-lifecycle experience consistency • Deploy AI-assisted support capabilities strategically, balancing efficiency gains with customer experience and quality • Manage outsourcing partners against clearly defined performance and quality standards • Build a culture of ownership and execution through clear accountability expectations, disciplined operating rhythms, and strong cross-functional coordination

• Deliver exceptional service to all of our customers ranging from small wealth advisory businesses to the largest financial services firms. • Identify, respond, and resolve issues and questions raised by Vanilla customers. • Provide hands-on support to our customers to ensure their ongoing happiness. • Evaluate the criticality of a given issue; isolate and escalate problems to senior management to ensure problems are solved in a timely manner. • Help clients leverage Vanilla to the greatest extent possible through both functional and conceptual instruction. • Work cross-functionally across the business with Customer Success, Sales, Product, Engineering, and Operations making sure customers get the help they need. • Provide constructive feedback on methods for optimizing the support flows and tools used for tracking and responding to customers. • Report regularly to internal stakeholders on customer support operations and work with customer success managers and sales account executives on customer related initiatives. • Collaborate with the Senior Director of Customer Success to implement and track key metrics like a Client Health Score. • Become an expert in all things Vanilla.

• Own partnership strategy across distribution, tech integrations, and professional channels • Source, negotiate, and close partnerships; manage relationships end-to-end • Navigate enterprise onboarding: security reviews, compliance, procurement • Drive pipeline through the referral program and co-selling with Sales • Partner with Product to evaluate and launch technology integrations • Report performance and pipeline to ELT; represent Vanilla at industry events

• Own frontend architecture and quality for all AI features. • Align AI frontend implementation with wider application standards, including shared components, service API patterns, and design system usage. • Partner with organization frontend leaders to learn, internalize, and propagate best practices across teams. • Contribute to and evolve our shared design system and atomic component architecture. • Drive consistency across shared components, service APIs, and UI patterns. • Lead large, complex frontend initiatives end to end. • Work closely with Product and Design to translate ambiguous ideas into scalable, high quality UI systems. • Provide strong technical direction and mentorship to frontend contributors. • Establish frontend observability and tracking standards, including analytics and instrumentation. • Ensure performance, accessibility, and maintainability across the UI surface area. • Collaborate with backend and ML engineers to integrate AI powered experiences into a production grade frontend.

• Host Kickoff calls, customized training sessions to the customer and 1:1 screen-sharing sessions to walk customers through setup, features, and best practices. • Run dedicated customer office hours for large user groups to support users needing extra help during onboarding. • Maintain and update training materials (videos, guides, decks, and user documentation) to ensure consistency and accuracy across all content. • Contribute to knowledge base updates—ensuring articles, FAQs, and help content stay up to date after product releases • Facilitate any technical setup needs (e.g. SSO, IP whitelisting, etc.) • Send post-training follow-ups, collect customer feedback, and confirm next steps. • Identify customers showing signs of low engagement and flag them for follow-up or additional outreach. • Log and escalate customer questions or technical issues to Vanilla’s Customer Care (i.e. technical support) or Product/Engineering teams as appropriate. • Track onboarding progress in Vanilla’s project software/tools, ensuring all milestones and tasks stay on schedule. • Collaborate/communicate cross-functionally with AE, CSM, Customer Care, Product/Engineering, etc. to keep projects running smoothly and keep all internal stakeholders informed. • Pull, clean, and summarize onboarding metrics, including training attendance, product usage, and time-to-value indicators. • Support user provisioning and setup tasks to speed up customer activation and improve onboarding efficiency. • Log customer issues and bugs for follow-up with R&D in appropriate tool (e.g., Jira)

• Lead customer due diligence questionnaire (DDQ) and RFP response process and third-party risk management process; track and manage high volume of DDQ and RFP requests. Coordinate and collaborate with internal teams to meet tight deadlines. Handle a high volume of requests and interactions in a fast-paced environment • Support enterprise sales with technical customer security discussions • Lead SOC 2 Type II audit preparation, evidence collection, and remediation • Conduct third party vendor security assessments, collaborate on third party risk management processes • Implement and manage third party tool and new processes to create efficiencies • Develop the security narrative and conduct security reviews for new product functionality to enable GTM • Review and negotiate security and compliance language in customer contracts in collaboration with Legal team • Build and manage Trust Center integrations and public-facing security documentation in collaboration with Legal team • Build customer-facing compliance artifacts (security whitepapers, certifications)