• 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.

• Lead end-to-end onboarding for new clients, ensuring a seamless handoff from Sales through implementation. Coordinate with internal teams, provide training and documentation, and set expectations for ongoing support. • Develop and deliver engaging training to help customers confidently use HONK’s platform and services. Includes creating user-friendly documentation, FAQs, and virtual/in-person sessions. • Drive account growth by identifying cross-sell and upsell opportunities within your portfolio, aligned to each customer’s operational goals and product fit. • Facilitate regular working sessions with client contacts to provide hands-on support, address roadblocks, and share platform best practices. • Track and report on essential KPIs, including net revenue, utilization, conversion, and attachment rates. Leverage these data-driven insights to refine client success strategies and continuously elevate the customer experience. • Review support case trends and coordinate with Support and Engineering teams to implement scalable, long-term solutions. • Conduct strategic account reviews, analyzing implementation performance and offering forward-looking insights to increase platform value. • Provide white-glove support during high-stakes customer events (e.g., seasonal surges, major platform updates). • Manage escalations with the Engineering team, serving as the customer’s advocate and liaison. • Identify and share our most valuable use cases and user stories with our Engineering and Product teams to inform the product roadmap.

• Lead, coach, and develop a high-performing Customer Success team that delivers consistent, exceptional experiences for enterprise clients • Define and execute strategic priorities for client retention, adoption, and growth in alignment with company objectives • Define and execute on key enterprise Membership offerings and manage the process from onboarding to renewals and retention of new enterprise clients • Establish scalable processes, metrics, and best practices to ensure operational excellence and consistent delivery across all accounts • Serve as a voice of the customer within Prosci—advocating for client needs, sharing insights, and influencing business strategy • Oversee client health monitoring, reporting, and analysis to identify trends, risks, and opportunities across the portfolio • Ensure effective collaboration between Customer Success, Sales, Consulting, and Product teams to deliver integrated client solutions • Partner with Revenue Operations to refine processes, improve data accuracy, and drive efficiency through tools and technology (including Salesforce) • Standardize account planning, renewal management, and success measurement frameworks across the team • Support high-value enterprise relationships as an executive sponsor, ensuring alignment on strategic priorities and long-term partnership goals • Collaborate with the Sales and Consulting leadership teams to ensure seamless handoffs and consistent client experience post-sale • Participate in quarterly business reviews (QBRs) and internal planning sessions to share customer insights and inform go-to-market strategy