• Develop and execute the Client Success strategy aligned with organizational goals. • Champion a client-first philosophy to drive client satisfaction, retention, and expansion. • Partner closely with Product, Implementation, Support, Commercial, and Training teams to ensure a unified client experience. • Establish departmental KPIs, reporting cadences, and dashboards that measure success and guide decision-making. • Represent client trends and insights to executive leadership, influencing roadmaps and business priorities. • Lead, mentor, and grow a team of Client Success Managers (CSMs), Senior CSMs, and other success-focused roles. • Create a high-performance culture grounded in ownership, collaboration, and continuous improvement. • Oversee hiring, onboarding, skills development, coaching, and performance evaluations. • Ensure consistency, quality, and scalability in client interactions and processes. • Own the end-to-end post-implementation client lifecycle, including onboarding transitions, adoption and retention. • Establish standardized playbooks, workflows, success plans, and client-facing materials to ensure consistent delivery. • Ensure CSMs proactively monitor health metrics and mitigate risks to client satisfaction and retention. • Oversee business reviews, health checks, and long-term value realization strategies. • Drive operational excellence by eliminating friction, improving processes, and strengthening cross-team coordination. • Act as senior point of escalation for complex client issues, partnering internally to drive timely resolution. • Use data and insights to demonstrate ROI, influence strategic conversations, and elevate the client’s voice. • Ensure clients receive the training, resources, and support needed to fully integrate our products into their workflows. • Partner with Account Management to prepare for renewals, expansions, and executive presentations. • Collaborate with Implementation on seamless handoffs and readiness for ongoing adoption. • Partner with Product and Engineering to surface client insights, feature requests, and prioritization needs. • Work with Support to ensure ticket trends, pain points, and workflow improvements feed into broader success strategies. • Align with Marketing and Commercial teams on case studies, storytelling, messaging, and product positioning.

• Partner with our customers to ensure effective onboarding - setting them up for success • Create and execute a communications plan to engage effectively throughout the customer journey • Partner with senior stakeholders to align strategy and build programs for customers, with objectives and measurable outcomes • Collaborate with our product and customer support team to share new features • Elevate our brand within our customer base mapping out upsell and cross-sell opportunities in partnership with sales to increase account penetration • Monitor CSAT and resolve concerns with the assistance of internal teams.

• Manage all commercial aspects of the relationship including contract amendments, pipeline development and forecasting, statements of work, pricing, negotiating with procurement and securing contract signature • Grow existing accounts by finding new buyers and introducing new and/or enhanced LRN solutions to existing buyers • Act as the strategic partner between LRN and our most important clients by building relationships with multiple contacts and buying centers. • Participate in the planning process with clients regarding the deployment and utilization of LRN’s licensed solution set • Run outbound prospecting campaigns to supplement inbound leads delivered by marketing and opportunities uncovered during Business Reviews • Proactively analyse client health metrics, and usage of products and content, and recommending optimization and improvements as appropriate • Execute on-going formal Program / Business Reviews with client stakeholders and sponsors • Manage, track and report all activities in Salesforce.com to ensure accurate sales forecasting and pipeline development • Represent the voice of our clients to internal teams including product, content and technology

• Provide proactive, high-touch support for Strategic Accounts, serving as a trusted point of contact to resolve product inquiries, coordinate issue resolution, and ensure timely, accurate communication with customers and internal teams. • Build strong relationships with end users and admins by delivering exceptional customer experiences and acting as a customer advocate—capturing feedback, identifying trends, and escalating complex issues as needed. • Drive product adoption and value by educating customers on features, best practices, and integrations, while supporting renewal readiness through healthy utilization and customer satisfaction. • Collaborate cross-functionally with Customer Success, Product, and Engineering to share insights, support roadmap alignment, and improve customer resources and programs. • Maintain operational excellence by documenting activity in Salesforce, tracking key account metrics, supporting reporting, and representing the 8am brand with professionalism in every interaction.