• Manage the trial of Samsara technology for enterprise prospects, developing tailored trial plans customized to the prospect’s specific needs. • Lead value-based conversations to establish success criteria, define project scope and manage internal and external teams accountable for the end-to-end delivery of the trial. • Act as a subject matter expert on topics such as change management, communication strategy, risk mitigation, and coaching techniques. • Build collateral to support trial process standardization including job aids, communication templates, mutual action plans in Accord, etc. • Lead internal account team strategy sessions to unblock deals and drive alignment on next steps to progress the trial, coordinate leadership support asks, and more. • Coordinate with key cross-functional teams to bring in the right resources at the right time based on strategic priorities of the trial. • Communicate updates on major milestones, keeping internal and external stakeholders informed of progress and trial outcomes. • Create tailored meeting content for key trial milestones and ad hoc engagements as needed. • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

• Lead the CS Team managing solutions for Go Elect customers • Directly manage a team of Project & Success Managers, Customer Support Representatives, Business Analysts, and Trainers • Set quarterly MBOs for team members • Monitor and evaluate each project phase for quality standards • Identify process gaps to enhance operational efficiency • Drive account expansion through cross-selling and up-selling • Collaborate with Sales to maximize customer value from solutions • Lead and manage customer support representatives • Track performance metrics for customer support • Conduct periodic Customer Business Reviews • Collaborate with the Executive Team for business reviews

• Responsible for following up with clients on year-end data collection, 5500 filings, lost earnings, deposits for submission, form 5330 filings, document and amendment signatures, service agreement signatures, and other outstanding annual requirements • Monitor and report on project status, missed deadlines, and outstanding tasks using PensionPro and other reporting tools • Ensure timely and professional responses to client communications, follow up on escalations and unresolved inquiries, assist clients in understanding fiduciary responsibility and keeping them informed of regulatory and legislative updates, and collaborate with Retirement Plan Consultants (RPCs) with plan amendments if needed • Assist in the cross-selling of complimentary Definiti services • Coordinate with RPCs to verify project launches and task handoffs, maintain oversight of plan wrap-up activities • Assist with implementation and conversion processes in partnership with New Business Implementation (NBI) by collaborating with NBI and other teams as needed • Conduct quality control reviews of compliance testing, financial reconciliation, 5500 filings • Assist with force-outs, vesting upload confirmations with recordkeepers, and required minimum distribution preparation • Lead annual client reviews and meetings, providing proactive engagement and support for document-related issues • Maintain accurate documentation and records for compliance and audit purposes • Support Retirement Plan Consultant (RPC) with maintaining client and advisor relationships to exceed company retention goals • Identify and engage with high-risk clients to mitigate any controllable client losses • Contribute to the ongoing development and refinement of Client Success Manager processes and best practices

• Customer Outcomes & Value Delivery Own a portfolio of customers and ensure delivery of measurable outcomes aligned to each client’s goals . • Deliver quarterly customer outcome scorecards that clearly articulate performance, insights, and value realized. • Develop and maintain Customer Success Plans that align customer objectives with Nuvem’s solutions and strategic direction. • Lead Quarterly Business Reviews (QBRs) focused on outcomes, insights, risks, and forward-looking opportunities. • Customer Health & Retention Monitor customer health indicators, engagement trends, and sentiment to proactively identify risk. • Execute defined retention and save playbooks for at-risk accounts in partnership with Customer Success leadership. • Ensure customers are positioned for predictable, on-time renewals through early value articulation and proactive engagement. • Maintain consistent executive-level engagement with customers to reinforce partnership and confidence. • Growth, Upsell & Expansion Identify and pursue upsell and expansion opportunities within existing accounts, aligned to customer needs and value realization. • Partner with Sales to support expansion execution and ensure continuity across renewals and growth motions. • Build and maintain a qualified pipeline of expansion opportunities within the assigned portfolio. • Clearly articulate the value of additional solutions, services, or capabilities to support customer growth. • Execution Discipline & Operating Rhythm Maintain accurate and up-to-date customer records, success plans, health indicators, and opportunity tracking within Salesforce and Customer Success tools. • Follow defined engagement cadences and success frameworks based on customer tier and segmentation. • Support company initiatives such as Polaris and renewal programs through disciplined customer engagement and value storytelling. • Contribute feedback and insights to Customer Success leadership to improve frameworks, scorecards, and customer programs.