• Lead, coach, and mentor a team of Customer Success Managers (CSMs), ensuring consistency in process, customer engagement, and delivery of value • Conduct regular 1:1s with CSMs to review accounts, provide feedback, and support career development • Oversee onboarding and training for new team members; build scalable training resources • Act as an escalation point for complex customer issues, providing guidance and resolution strategies • Monitor team performance against KPIs tied to NRR, customer health, and engagement • Drive alignment across Customer Success, Services, and Support to ensure smooth customer transitions and continuity of service • Maintain a select portfolio of customers, delivering the same high-touch success management expected of CSMs • Drive adoption, value realization, and customer satisfaction through regular engagement, consultative guidance, and proactive account planning • Identify opportunities for growth and expansion, contributing to account-level NRR • Conduct NPS follow-up conversations and translate customer feedback into actionable improvements • Serve as a trusted advisor to customers, ensuring alignment between their business objectives and our solutions • Contribute to the design and continuous improvement of Customer Success programs, playbooks, and processes • Provide monthly reporting to leadership on customer health, NRR trends, engagement, and NPS performance • Partner cross-functionally to close feedback loops, improve onboarding and training processes, and enhance the overall customer experience

• Drive adoption, retention, and expansion within a portfolio of enterprise customers, ensuring long-term partnership and measurable business impact • Develop and manage customer lifecycle strategies, complete with milestones to guide customers toward maximum value realization • Define and execute scalable approaches to engagement, proactively identifying risks and opportunities within accounts • Partner with Sales to support renewals, upsells, and expansion opportunities • Serve as the voice of the customer to the product team—providing feedback that helps shape the roadmap—and communicate product insights back to customers • Build engagement models and methodologies that ensure customers are educated, enabled, and delighted throughout their journey with Tonkean • Contribute to the development of best practices, playbooks, and scalable processes for the broader CS organization • Represent Tonkean with executive presence, guiding senior stakeholders on change management, adoption, and ROI

Re‑architecting U.S. healthcare demands speed, precision, and an obsession with details. Cadence is building a remote care delivery system that keeps older people healthy, out of the hospital, and at home. By pairing each patient with a dedicated clinical team that reviews their health every day, versus every few months, we catch issues early and intervene before they escalate. The result: measurably better outcomes for patients and less administrative burden for clinicians. Today, Cadence supports tens of thousands of active patients nationwide. Our AI‑powered system and scalable clinical model enable proactive, population‑level care. We’re among the fastest‑growing companies in healthtech, and we’re just getting started. Cadence’s 2025 Outcomes Report highlights a breakthrough year in proactive care, with 74,000 patients supported, more than 84,000 clinician hours saved, and industry-leading improvements in clinical outcomes and system efficiency. Our engineering and clinical teams played a central role in delivering this scale and impact. Read the full report here. Cadence is building a remote care delivery system that keeps older adults healthier, out of the hospital, and at home. By pairing each patient with a dedicated clinical team that reviews their health every day instead of every few months, we catch issues early and intervene before they escalate. The result: measurably better outcomes for patients and dramatically reduced burden for clinicians. As we prepare for a major year of growth in 2026, we are opening our doors to future employees who want to be part of Cadence but may not see the exact right role posted yet. Please use this role as a chance to share your information with the Talent Team for upcoming opportunities. WHO WE ARE We move fast, raise standards, and own outcomes. We hire drivers, not passengers – people who take initiative, solve problems, and sweat the details because lives depend on it. Momentum matters in healthcare where slow decisions cost lives. At Cadence, we set a high bar and back each other relentlessly to clear it. If you’re ready to do the best work of your career and make a real impact in healthcare, join us. WHAT YOU’LL GET - Autonomy to tackle big, complex problems that matter - An opportunity to improve lives every single day - A chance to shape a category‑defining company at scale - Medical, dental, and vision insurance - Competitive total compensation and meaningful equity - TelaDoc (virtual primary care) - National and local discounts powered by TriNet - Unlimited PTO and paid holidays - Remote equipment setup and home office stipend - Paid Parental Leave - 401K and 401K match - Charitable Donation Match program - Location: Remote Noteworthy Our job titles may span more than one career level. The actual base pay is determined by a variety of factors, including experience, skills, training, and business needs. Compensation may vary based on market location and is subject to change. Cadence is committed to equal opportunity and fairness regardless of race, color, religion, sex, gender identity, sexual orientation, nation of origin, ancestry, age, physical or mental disability, country of citizenship, medical condition, marital or domestic partner status, family status, family care status, military or veteran status or any other basis protected by local, state or federal laws. A notice to Cadence applicants: Our Talent team only directs candidates to apply through our official careers page at https://www.cadence.care/our-team. Cadence will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. We receive all applications through our website and anyone suggesting otherwise is not with Cadence.

- Develop and optimize CRM scenarios within the assigned streams. - Design omnichannel flows (email, push, in-app). - Develop, prioritize, and launch data-driven hypotheses. - Run A/B tests with control groups and analyze their impact on key metrics. - Segment users based on behavioral events and attributes. - Define requirements for events and attributes in collaboration with the product team. - Write communication copy; perform email HTML setup when needed. - Delegate tasks and ensure quality of execution. - Drive CRM channel revenue growth within the assigned scope.