WellRight

• Lead the performance and operational execution of the Customer Success and Customer Support teams. • Lead, coach, and develop Customer Success and Customer Support leaders and team members, creating a culture of accountability, professional growth, talent development, and succession planning. • Execute customer retention and engagement strategies that drive renewal performance, long-term client partnerships and recurring revenue retention. • Build and maintain trusted relationships with key clients, partners, and internal stakeholders, serving as a senior escalation point and ensuring alignment across customer, operational, and business objectives. • Execute scalable operational processes, performance standards, and accountability measures across customer-facing functions. • Establish and monitor customer health metrics, renewal forecasting processes, operational KPIs, and risk mitigation strategies. • Partner cross-functionally with Product, Sales and Marketing to improve the customer lifecycle experience and drive organizational alignment. • Identify operational challenges and improvement opportunities, develop recommendations, and partner with leadership to implement solutions that improve efficiency, scalability, and customer outcomes. • Oversee customer onboarding, implementation, support, and account management to ensure a consistent and high-quality customer experience. • Translate customer insights and feedback into actionable recommendations for product enhancements, process improvements, and service evolution. • Contribute to product strategy discussions and business requirement development in partnership with Product leadership. • Participate in strategic client meetings, partner discussions, and enterprise growth opportunities.

• Own and manage a portfolio of mid-market client accounts with full accountability for retention, growth, and satisfaction • Develop, maintain, and actively execute a comprehensive Growth & Retention Plan for each account • Lead clients through a structured success journey using WellRight’s established tools, frameworks, and best practices • Complete monthly client health assessments for every account, leveraging defined success metrics and signals • Ensure all products and services are delivered in alignment with contractual commitments while maintaining high levels of satisfaction • Serve as a product expert, maintaining deep knowledge of all platform functionality and capabilities • Conduct system training and education for all user types (admins, end users, stakeholders) • Identify and execute opportunities for upsell, expansion, and renewal success across assigned accounts

• Serve as a strategic partner to the CFO and leadership team on planning, performance, and decision-making • Own the financial model and forecasting process; continuously improving it • Lead the annual budgeting process and ongoing re-forecasting cycles • Deliver clear, actionable reporting (KPIs, dashboards, board materials) • Partner with Sales and leadership on pricing, deal support, and growth strategy • Identify trends, risks, and opportunities—and communicate insights clearly (not just data) • Collaborate closely with the Finance and Accounting Team to ensure alignment between actuals and forecasts • Support fundraising, investor communications, and strategic initiatives (including M&A if applicable) • Assist in additional debt and equity financings as well as audits • Improve processes, tools, and outputs across FP&A

• Act as the primary point of support for assigned clients throughout implementation, ensuring smooth transitions from Sales to Customer Success. • Lead and facilitate client meetings, set agendas, guide discussions, present key information, and ensure alignment on next steps and dependency due dates. • Manage implementation timelines, project plans, and coordination between third-party vendors (clients, vendor partners, brokers, data integration providers). • Communicate technical concepts clearly to diverse audiences, applying strong presentation skills to build client confidence. • Use critical thinking to assess customer needs and align technology requirements with platform capabilities. • Develop creative solutions to complex implementation challenges through innovative approaches. • Serve as a product expert—configure platform settings, conduct effective system training, and optimize user experience. • Navigate ambiguous situations confidently while maintaining implementation progress despite changing requirements. • Proactively manage escalations, documenting key details and providing regular project updates. • Perform technical validation to ensure defect-free program delivery. • Contribute to cross-functional initiatives and support ad hoc customer success projects beyond core implementations, addressing evolving business needs while driving continuous improvement across processes, tools, team efficiency, and overall client experience

• Shape and execute the product strategy and roadmap, aligned with the company’s vision and business objectives. • Drive product discovery processes, including market research, user interviews, and competitive analysis to identify opportunities and validate product concepts. • Oversee the end-to-end product lifecycle, from ideation and development to launch and post-launch optimization. • Collaborate with Engineering, Design, Marketing, Sales, and Customer Success teams to ensure cohesive product development and go-to-market strategies. • Prioritize product features and enhancements based on customer needs, business impact, and technical feasibility. • Break solutions into detailed requirements and acceptance criteria to be discussed and estimated by an agile team. • Establish and track key performance indicators (KPIs) to measure product success and inform ongoing improvements. • Advocate for user-centered design and ensure the delivery of exceptional user experiences. • Demonstrate strong writing and storytelling skills through product briefs, presentations, training materials and documentation.

• HubSpot CRM Administration & Sales Tech Stack Management • Serve as the primary operational administrator for HubSpot CRM and associated tech stack platforms supporting the sales team • Maintain CRM structure including pipeline stages, required fields, workflow automation, and reporting frameworks to support consistent sales process execution • Maintain CRM data integrity, including contact, company, deal, and activity records • Manage user access, permissions, and team configurations • Create, maintain, and distribute standard sales dashboards and reports • Monitor data hygiene, pipeline accuracy, and activity logging compliance • Troubleshoot day-to-day CRM issues and escalate advanced configuration needs to external HubSpot maintenance partners when required • Assist with integration monitoring and data flow between HubSpot and other sales tools • Support contact and list management, segmentation, data reconciliation and reporting needs to ensure accuracy and completeness across internal systems • Identify and resolve data discrepancies or process gaps to improve operational accuracy and efficiency • Support adoption and proper usage of the sales tech stack including but not limited to Loopio and ZoomInfo across the revenue team • Sales Operations Execution • Provide operational support for the growth team • Coordinate proposal upload and submission processes • Assist with workflows for direct clients, resellers, and third-party partners • Ensure consistent documentation, version control, and updates for sales playbooks and other growth team policies and procedures • Track timelines, deliverables, and stakeholder responsibilities across operational projects as needed • Support implementation and rollout of new tools, workflows, or process updates within the sales tech stack • Handle ad-hoc operational tasks as requested by Sales Operations leadership