• Guide new clients through our onboarding process • Proactively monitor client projects to ensure enrollment targets are met • Build strong relationships with clients by delivering exceptional service • Maintain clear, timely, and proactive communication with clients and internal teams • Ensure quality standards are met and client data is handled securely

• Guide new clients through our onboarding process • Take initiative to proactively monitor client projects • Build strong relationships with clients by delivering anticipatory and exceptional service • Maintain clear, timely, and proactive communication • Ensure quality standards are met and client and participant data are handled securely

• Work with users and subject matter experts to clearly understand and define their challenges, problems, motivations, triggers, and aspirations • Become an expert in and help to continually shape and refine LMI's customer success methodology • Drive the customer engagements for customers in your portfolio, understanding each customer's needs and challenges • Ensure customers are technically healthy and on the most recent version of our product • Identify criteria for assisting your customers by using Success Plays in the Success Platform • Promote LIGER Tool customer success stories and processes • Ensure that customers obtain the maximum value from their LIGER tool investment and use their licenses • Work with LIGER teams to improve product adoption and increased footprint • Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem • Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes • Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs.

• Oversee the entire customer journey from onboarding through renewal, ensuring practices that maximize usage across all product segments. • Develop standard onboarding procedures (SOPs) to accelerate time-to-value and deepen engagement. • Collaborate with customers to create account development plans (ADPs) outlining objectives, utilization milestones, and measurable growth targets. • Monitor customer health by leveraging analytics and feedback to detect early warning signs and take proactive measures that prevent churn. • Act as the central liaison between departments, anticipating needs, clarifying priorities, and removing roadblocks to safeguard customer outcomes. • Lead Quarterly Business Reviews (QBRs) that showcase achievements, gather insights on evolving requirements, and reinforce the value of Bitwarden solutions. • Proactively pinpoint expansion opportunities with Account Executives, offering targeted recommendations and account analyses to drive additional revenue. • Collaborate with Product and Engineering teams to incorporate customer insights and observations, shaping feature decisions, influencing roadmap priorities, and ensuring solutions that align with evolving customer needs. • Champion a client-centric, product-driven mindset by continually refining processes, leveraging data insights, and endorsing enhancements that elevate the overall user experience. • Furnish leadership with concise, actionable updates on high-impact customers—spotlighting usage trends, success milestones, and emerging concerns. • Maintain deep expertise in Bitwarden offerings and industry trends, delivering forward-looking counsel to strategic clients.