• Serve as a Trusted Advisor and directly lead or support client relationships, engagement, and implementation delivery • Identify and develop partnership opportunities with clients; document client requirements, success criteria, and supporting solutions in contract documents • Develop and execute detailed onboarding/implementation plans and communication plans including client metrics of success and risk identification and mitigation, in partnership with clients, operational partners, and vendor partners • Build power point decks for client presentations (QBR’s, kick offs, status meetings) • Facilitate joint client-Vatica Health leadership committees to ensure senior leadership alignment, long-term planning and development, strategic and tactical account and implementation review, and effective escalation and issue resolution • Deliver successful client partnerships that result in high client satisfaction, retention, and growth • Forecast and track key account metrics (e.g. visit activity, provider adoption, sales stats) • Lead, through influence in a matrixed environment, teams comprised of members from Vatica Health functional groups, the client, and vendor partners • Deliver and ensure client training on Vatica Health tools, processes, and reports • Support operational and financial plans and maintain actuals and forecasts • Serve as the Voice of Client by seeking ad-hoc and formalized feedback to gauge client satisfaction and identify areas for engagement, tool, and solution improvement • Design and develop best practices in client engagement and implementation to deliver industry-leading client experience

• Act as the primary technical point of contact for assigned accounts • Conduct technical health reviews to assess implementation status • Develop and maintain best practices for at-scale implementations • Identify potential technical roadblocks and address them proactively • Collaborate with internal teams to deliver optimal solutions • Design and execute success plans with measurable goals

• Manage, coach, and develop 7 CSMs (and growing) through weekly 1:1s, performance reviews, and career development. • Help the team operate as strategic consultants, not reactive support. • Spot where CSM capacity is getting pulled away from strategic work. • Hold the team accountable for renewals, health scoring, and forecasting accuracy. • Partner cross-functionally with Product, Sales, EPD, and other teams to solve problems, not just surface them. • Own learning and development for the team, including conferences, training, and ongoing skill-building.

• Act as the trusted advisor and primary contact for a portfolio of 30+ customers. • Build deep relationships with compliance, risk, security, and audit leaders. • Partner with the Onboarding team to ensure successful customer transition and long-term adoption. • Develop a strong understanding of each customer’s goals, workflows, and product setup to deliver measurable value. • Monitor customer health, usage, and sentiment to identify risks early and proactively improve satisfaction and retention. • Conduct executive business reviews (EBRs/QBRs) that highlight ROI, adoption trends, and future alignment. • Collaborate cross-functionally with Product, Support, and Sales to advocate for customer needs and resolve challenges quickly. • Drive renewals through trusted relationships, transparent communication, and demonstrated customer outcomes. • Maintain detailed documentation, account plans, and customer insights within internal systems (CRM + CS platform). • Contribute to evolving Customer Success playbooks, metrics, and retention strategies.