• Help customers adopt the software • Improve customer satisfaction • Drive customer problem resolution • Help customers achieve their business goals • Provide customers with expert guidance on utilizing our products to its full potential. • Conduct regular check-ins and executive business reviews with customers to understand their needs, challenges, and goals. • Collaborate cross-functionally to ensure a seamless customer experience. • Identify solutions that will help the customer accomplish their goals and meet their needs. • Define, drive, and monitor the steps needed to select the proper solution related to each goal through a Success Plan. • Maintain accurate and up-to-date customer records and communication history within the Gainsight Customer Success Platform.

• lead, mentor, and inspire a team of Client Success Managers • establish clear performance goals and provide ongoing coaching • drive exceptional outcomes for enterprise clients by creating and delivering best practices • design and implement scalable success frameworks • act as the primary escalation point for enterprise clients • serve as a trusted advisor to senior client stakeholders • partner with Product, Engineering, and other internal teams • collaborate with Sales and Account Management to support renewals • monitor and analyze key success metrics • develop and refine processes, tools, and resources

• Serve as the primary point of contact for SMB customers, developing strong relationships and becoming a trusted advisor • Guide new SMB customers through onboarding, ensuring they are set up for success and realize value as quickly as possible • Drive product adoption and utilization by understanding customer goals, sharing best practices, and aligning product capabilities with business objectives • Provide proactive and responsive support, addressing customer inquiries, helping troubleshoot issues, and collaborating with internal teams • Leverage and contribute to Customer Success playbooks and processes to ensure consistent and scalable service across the SMB base • Collect feedback and share insights with internal teams to influence product development and improve customer experiences • Own the customer renewal process by proactively identifying and mitigating risks, managing renewal conversations, and ensuring high customer satisfaction and retention • Identify opportunities for upsell and cross-sell within assigned customer accounts and work with Account managers to close the deal • Monitor and analyze key metrics related to customer health, taking action on potential risks or areas of improvement • Regularly engage with assigned customers, providing insights into their usage, demonstrating ROI, and aligning with future goals • Deliver customer training sessions and enablement resources to ensure ongoing product success • Maintaining the CRM up to date and completed • Monitor, measure, and improve leading indicators of customer relationship health such as product use, engagement, NPS, and Customer Satisfaction

• Build and maintain trusting relationships with clients through superior customer service. Provide oversight of the clients ongoing use of Judi. • Accountable for accurate and timely transition of new clients into the Judi platform. • Lead communications throughout the implementation process, including, but not limited to, detailed and strategic guidance for benefit builds, accumulations feeds, network build, and complex claim situations/requests. • Proactively identify execution risks and mitigation strategies. • Provide ongoing client support to troubleshooting inquiries. • Understand and manage requests for new features in alignment with the product roadmap. • Partner with product managers and directors operating in an agile framework to conceptualize and break down functional and non-functional requirements needed to be the market leading offering within Judi. • Identify and drive efficiencies to increase rate of adoption in market. • Provide virtual and in person product demonstrations to prospective clients with the ability to sell product differentiators and resonate with current operational challenges. • Certain times of year may require meeting participation, service support or other requirements outside of standard business hours, including weekends. • Responsible for adherence to the Judi Health Code of Conduct including reporting of noncompliance.