• Assist new and existing customers through all of their inquiries and help them find a resolution to any questions or issues they may have. • Help increase conversion by bringing valued product and insurance knowledge to the purchase experience for new customers. • Work with internal teams by providing customer success feedback and user experience data. • Aid existing customers with policy modifications and examine coverage options. • Meet defined Service Level Agreements for assisting new and existing customers with service requests. • Provide excellent customer support and assistance via email, chat, and phone. • Dedicated to helping the customer succeed at all costs; you are the front line between the customer and Thimble - we want to leave a positive impression and develop a relationship that keeps the customer happy. • Assist with side projects as needed for the insurance and product teams.

• Own a book of customer accounts and drive retention and expansion through strong engagement and execution • Identify growth opportunities based on customer usage, performance trends, and business needs • Partner with sales and leadership on expansion conversations when appropriate • Be accountable for revenue-related outcomes tied to your book of business • Lead regular check-ins and business reviews focused on value, outcomes, and next steps • Prepare clear notes, follow-ups, and action items after customer interactions • Maintain accurate CRM data and follow defined playbooks • Pull and analyze customer data (e.g., usage, performance, trends) to inform customer conversations and identify risks or opportunities • Build strong product knowledge by learning how the platform works and clearly explaining product behavior and configuration options to customers • Grow comfort working with data and lightweight querying tools as part of supporting customers and preparing reviews • Triage customer issues and partner with technical teammates on escalations • Share structured customer feedback with product and engineering • Help identify recurring issues and opportunities to improve documentation and processes • Collaborate with internal teams to resolve customer challenges efficiently

- Flexible position with option to work In-person (in San Luis Obispo, CA, Denver, CO, Nashville, TN, Salt Lake City, UT, or Jackson Hole, WY) or fully remote - Large equity stake + competitive salary + benefits - Will work directly with the VP build the CS function from ground up - Full-cycle customer success including onboarding, implementation, expansion, and retention - Opportunity in proven, de-risked market - founders’ first company in this space acquired for $90M+ by SurveyMonkey

• Handling overall responsibility for managing the customer relationship. • Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and services. • Acting as a liaison between the customer and varying OSV service delivery areas. • The focus is ensuring services adoption and capturing feedback. • Developing success plans for customers that outline their critical success factors, metrics and measures for success, potential issues, and provide recommendations. • Prioritizing and driving resolution on escalated customer challenges. • Promoting opportunities for two-way communication. • Monitoring and facilitating the customer’s adoption of OSV services and solutions, as well as adoption of the workday technology. • Leveraging customer relationships as needed for prospect references. • Keeping customers informed of process and procedural changes. • Demonstrate competency in the Workday product suite - Financials, HCM, and Payroll. • Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction.