• Drive meaningful adoption: Lead onboarding experiences that drive weekly platform usage and integrate MagicSchool into instructional routines. • Achieve measurable outcomes: Hit key metrics like 90% weekly usage and 90% renewals. • Deepen strategic relationships: Build trusted relationships at all levels of a school system. • Create scalable impact: Build tutorials, guides, and resources that help customers succeed independently.

• Lead, coach, and develop a team of Customer Success Managers, including hiring as the team grows • Personally own a portfolio of high priority accounts and act as a strategic advisor and executive sponsor • Build and refine Customer Success playbooks, processes, and systems that drive retention, adoption, and expansion • Establish and monitor leading indicators of churn risk and ensure proactive intervention • Partner closely with Product, Engineering, and Marketing to improve customer outcomes and close feedback loops • Drive accountability across the team for activation milestones, health metrics, and retention goals • Create a culture of ownership, urgency, and results within the Customer Success organization • Translate platform capabilities, AI features, and marketing strategy into clear business outcomes for law firm leadership • Identify patterns across accounts to inform product roadmap and go to market decisions

• Own and manage a portfolio of high priority customer accounts, serving as the primary point of contact and strategic advisor • Drive customer adoption, retention, and renewal outcomes across your book of business • Lead renewal conversations and manage risk across complex or high visibility accounts • Act as a mentor and informal leader to other Customer Success Managers • Contribute to the development and refinement of Customer Success playbooks, processes, and best practices • Identify early indicators of churn risk and take proactive action to mitigate issues • Partner closely with Product, Engineering, and Marketing to surface customer feedback and improve outcomes • Translate platform capabilities, AI features, and marketing strategy into clear business value for customers • Support onboarding, activation milestones, and ongoing account health initiatives

• Serve as the primary relationship owner for key partner accounts, building trust and credibility across all stakeholder levels • Effectively communicate the vision for and benefits of our partnership to stakeholders at all levels of the partner organization • Set and manage toward annual goals in collaboration with partners, driving key business results such as patient engagement, growth, clinical quality, and revenue • Lead quarterly business reviews (QBRs), developing key analysis and insights and driving alignment on progress and health of partnerships • Act as the internal champion for partner satisfaction and success, consistently bringing the voice of the customer to internal teams • Identify and cultivate growth opportunities within existing partnerships, including expansion to new sites, populations, or service lines • Own and monitor partner-specific patient engagement KPIs; collaborate across internal teams to improve activation, retention, and satisfaction. • Support the design and implementation of enrollment workflows tailored to the partner’s patient and provider needs. • Lead educational sessions with partner practices to drive understanding and adoption of engagement tools and processes. • Co-develop targeted outreach strategies with marketing and engagement teams, including campaigns, events, and materials tailored to local populations. • Use data and feedback to identify barriers to activation and work collaboratively with partners to implement creative, patient-centered solutions. • Elevate the voice of the patient and provider in shaping engagement strategies by incorporating real-time feedback and frontline experience into continuous improvements • Maintain operational dashboards to provide transparent KPI progress and tracking • Monitor and report on key outcomes (e.g., engagement, clinical quality, cost & utilization, and patient experience metrics); use insights to drive actionable feedback and results • Proactively identify risks, troubleshoot issues, and escalate as appropriate to maintain trust and partnership momentum. • Identify areas for improvement based on KPIs, operational workflows, and patient and provider experiences • Identify ways technology and operational initiatives can further equitable access to care and support the complex needs of families and caregivers • Translate partner feedback into programmatic enhancements or internal process improvements