• Manage a team of Managers of Customer Success focused on product implementation, solutions services, customer health indicators related to churn, adoption, and satisfaction. • Ensure all team members consistently meet departmental standards and objectives to drive optimal customer retention. • Lead your team of Managers, Customer Success and their teams, and ensure they are successful by coaching, developing, inspiring and holding them accountable against established KPIs, policies and procedures - measure and provide detailed analysis on success against team’s growth KPIs and metrics. • Support the organizational goals and participate in planning to execute business activities such as staffing, goal setting, training & knowledge opportunities and resource planning. • Create, lead and ensure your managers and teams are successful by coaching, developing, inspiring, motivating, encouraging and holding them accountable against established KPIs, SOPs, playbooks, road maps, policies and procedures. • Measure and provide detailed analysis on success against team’s growth KPIs and metrics, continually maintain team’s accurate data. • Conduct consistent and impactful performance conversations, conflict management and coaching sessions with team members and managers. • Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted. • Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience. Identify and implement process improvements and alternative solutions to drive team efficiency, productivity and engagement. • Serve as an influential leader by demonstrating professionalism, operating in a fast-paced environment, taking ownership of your team’s success, and fostering a team culture of encouraging growth, innovation, and proactive problem solving. • Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement and maintain strong customer satisfaction ratings and retention through quality assurance of team’s impact. • Confidently work with large amounts of data and have a data-minded approach to resource planning, goal setting, and analyzing its outcomes. • Ensure automations and internal processes are successful and impactful and functioning properly. • Partner with the Head of Customer Success regarding forecasting, budget management, optimization of talent and resources, and the impact. • Continued optimization of current process and future ideals. • Manage (to completion) projects involving complex work streams and cross-functional collaboration with internal departments to create and confirm efficient workflows and relationships and ensure visibility and alignment. • Be the “voice of the customer” to improve customer service quality results by collaborating with your team of managers to study, evaluate, and redesign processes; establish and communicate service metrics; monitor and analyze results; and implement changes and improvement methods to enhance customer experience. • Proactively drive business improvements based on customer feedback, churn risk criteria, new features and customer implementations. • Act as an escalation point for high severity customer and team member issues that arise from within the team, directly from customers (customer complaints, CSAT results and relationships to assure customers satisfaction), or from other HighLevel functions. • Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, transitions and other opportunities. • Managing and engagement efforts with enterprise accounts, as needed. • Collaborate with the product team by providing status updates and customer feedback, while prioritizing customer features and requests. • Update job knowledge and managerial skills by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations and drive educational materials or workshops for the team. • Creating training and implementing new functional teams, as needed. • Other duties may be assigned and/or modified as business needs change.

• Manage the contracting lifecycle for AI software solutions in Health and Human Services (HHS) sector • Review and edit NDAs, MSAs, BAAs, and Vendor Agreements against Lyssn’s contracts negotiation playbook • Identify non-standard terms and escalate high-risk clauses to outside counsel when necessary • Serve as the primary point of contact for contract negotiations • Oversee the full contract lifecycle from proposal to signature • Organize and track responses to RFPs and RFQs • Manage Business Associate Agreements (BAAs) and ensure contracts align with HIPAA and data privacy standards • Maintain Lyssn’s status and registration with various state and local procurement portals • Partner with Sales team to draft and negotiate contracts • Ensure contract billing terms are accurately communicated to Finance • Refine and enhance Lyssn’s contracts playbook to streamline redlines

• Execute hands-on payer contracting and credentialing support for behavioral health and substance use disorder providers, including research, sequencing, payer selection, and application strategy by state and level of care. • Conduct detailed billing compliance and reimbursement reviews to validate that services, codes, modifiers, units, and rates align with behavioral health payer rules, Medicaid state plans, and managed care organization requirements. • Serve as an internal subject-matter expert on behavioral health reimbursement, including PHP, IOP, OP, MAT, and related services across Medicaid and commercial payers. • Perform deep payer and regulatory research, including Medicaid state plans, managed care contracts, utilization guidelines, and commercial payer manuals, translating findings into clear internal guidance and client-ready analysis. • Develop payer-focused reports, reimbursement analyses, and BI outputs that reflect actual payer methodologies rather than assumed or modeled rates. • Build and maintain internal payer intelligence tools, including reimbursement matrices, payer summaries, credentialing trackers, and contracting reference materials specific to behavioral health. • Support payer relations and audit preparedness by developing documentation, financial analysis, and regulatory interpretation to support payer inquiries, audits, and contract discussions. • Partner with leadership on payer mix strategy, revenue integrity risk identification, and market entry analysis for behavioral health programs.

• Lead and develop the SMB sales team to achieve revenue and growth targets • Create and execute sales strategies tailored to the SMB market • Manage sales pipelines, forecasts, and performance metrics • Support team members with coaching, ride-alongs, and deal guidance • Identify and pursue new SMB opportunities within Race Communications’ service areas • Build and maintain strong relationships with local business communities • Develop territory plans and outreach strategies to expand market presence • Collaborate with Marketing to align campaigns with SMB customer needs • Ensure high levels of customer satisfaction and retention among SMB accounts • Address escalated customer issues and coordinate solutions across teams • Oversee onboarding of new SMB clients to ensure smooth service activation • Partner with Operations, Engineering, and Customer Support to ensure timely service delivery • Analyze sales data, trends, and KPIs to guide strategy and adjust team direction • Provide regular performance reports to leadership • Contribute to annual business planning and market expansion strategies