• 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

• Build strong, strategic partnerships with a defined group of clients • Guide day-to-day engagement and strengthen retention • Influence digital adoption programs and identify opportunities for product expansion • Execute strategies that increase digital payment adoption and improve customer experience • Investigate client challenges and collaborate across teams to resolve issues effectively • Manage the full lifecycle of client engagement and maintain strong focus on achieving performance targets

• Manage and grow all post-sales activities for enterprise customers, driving adoption, retention, and expansion through strategic relationship-building and execution. • Maintain deep knowledge of RWS Contenta solutions and modernization pathways, including latest standards (S1000D, ATA, MIL-SPEC) and initiatives such as digital sustainment, IPS, cloud, and AI/RAG strategies. • Serve as a trusted advisor to customer stakeholders and executive sponsors, ensuring implementations deliver on business cases and modernization strategies for maximum ROI. • Represent RWS at customer-sponsored events and industry forums (AIA, S1000D, S-Series user groups), positioning the company as a thought leader in digital sustainment and technical publishing. • Develop and execute account success plans, including change management, growth strategies, and adoption programs in partnership with Sales, Renewals, Product Management, and Services. • Provide guidance and enablement on S1000D principles and best practices, supporting customer teams in achieving compliance and modernization goals. • Increase customer retention and satisfaction through proactive engagement: regular tactical check-ins, quarterly health assessments, and strategic business reviews. • Identify and mitigate churn risk early, ensuring ARR retention and long-term account stability. • Act as the voice of the customer internally, advocating for enhancements and resolving escalations with urgency and accountability. • Drive strategic influence across complex accounts, working across, up, and down organizational hierarchies to strengthen relationships and uncover growth opportunities.

• Effectively manage a large book of business across many different account specialties and unique product configurations/use-cases. • Ensure high user-adoption through effective executive sponsorship, change management, and best practice guidance. • Lead Executive Business Reviews with client executives to communicate value provided by AcuityMD and to provide strategic suggestions on how to achieve their goals. • Generate contract renewals by ensuring customers view AcuityMD as critical to their sales process long-term. • Identify and illuminate customer success stories and examples of AcuityMD ROI. • Partner with Account Executives to build growth strategies for your book of business and work with them to secure successful renewals and expansions. • Regularly monitor account health and adoption to find new opportunities to help customers acquire maximum value from AcuityMD. • Develop strategies to quickly mitigate account risk and ensure customers remain committed to AcuityMD.