About Appspace: At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work. Your Role as a Customer Success Manager: The Customer Success Manager owns the life cycle of their accounts, managing the customer from onboarding transition through renewals. The CSM will develop trusted relationships with customers to promote retention. The CSM is both an advocate and advisor for their customers. They are expected to communicate regularly with customers to provide account assistance and facilitate the adoption of new features to drive positive outcomes. The CSM works with cross-functional teams to ensure a customer's needs are addressed. A Day in the Life of a Customer Success Manager: - Own the customer experience: adoption and value of Appspace, customer satisfaction and retention - Conduct frequent check-in meetings with assigned customers as prescribed to ensure smooth operation of our software and identify challenges, if applicable - Drive subscription renewal and/or expansion process following prescribed process and utilizing appropriate tools and resources as needed - Collaborate with fellow team members in sales and marketing as needed for larger expansion opportunities and leveraging select customers as sales reference and/or case studies. - Promote customer awareness of new releases and features, provide insight through other use cases, and offer insightful reporting and analytics to continuously ensure maximum adoption and delight with Appspace platform - Serve as the customer advocate, facilitating open discussions at all times - Help resolve customer questions and/or find the answer working with internal teams strive to continuously learn and improve knowledge base - Escalate support tickets as needed to ensure timely resolution of technical problems and until resolved, provide timely updates/communication back to the customer - Deliver or arrange training sessions as needed for technical and non-technical users - Communicate effectively and contribute to the broader CSM team best practices - Product setup or configuration assistance What You’ll Need: - Ideal candidates will have at least 3-5 years professional work experience (post undergraduate) in a business development/account management/sales capacity with a particular emphasis on customer support, satisfaction, retention, and sales. - Computer software industry experience preferred (SaaS) - Excellent communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously - Self-motivated, proactive with innovative ideas to inspire customer loyalty and adoption - A collaborator who can quickly identify the correct internal resource and work closely with them to ensure customer’s needs are addressed quickly and completely. - Familiarity with Salesforce - Technically inclined and able to quickly pick up and train customers on software changes - A degree in Business, Computer Science/Information Technology or related discipline is preferred. The Perks of Working for Appspace: For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program. Additional perks include: - Generous PTO - Flexible work schedules - Remote work opportunities - Paid company holidays - Appspace Quiet Fridays (No non-essential internal meetings scheduled) - A casual dress work environment Disclaimer: Appspace is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. For jurisdictions that require pay scale disclosure, a general compensation range may be provided during the initial stages of the interview process. Final compensation will be based on multiple factors including experience, skills, certifications, and overall fit for the role. If you are located in a jurisdiction with specific pay transparency requirements, we will be happy to discuss the relevant range during your application process.

• Build strong, consultative relationships with partners through regular and open communication • Deliver trainings and presentations on products, new features, and motivational programs • Onboard and train new partners to ensure a smooth and effective start of cooperation • Support existing partners with timely responses, helping them fully leverage platform functionalities and resolve payment, fines, and legal-related issues • Collaborate cross-functionally with finance, legal, and support teams to address partner needs and ensure high-quality service delivery • Drive partner success in business development by identifying growth opportunities and removing blockers • Prepare actionable recommendations to improve project performance based on partner feedback

• Manage the implementation team supporting customers during the launch of their new collaborative learning software • Act as a project manager for local language needs • Support clients in their digital training strategy post-launch via the 360Learning platform • Ensure renewal of contracts by coordinating various resources • Monitor business impact of the solution in line with client’s objectives • Collaborate closely with local sales team to meet client KPIs

Clario is a global leader in clinical trial endpoint technology, providing specialized solutions that enhance data quality, improve patient experience, and accelerate evidence generation. Our advanced digital and scientific capabilities support sponsors in running more efficient, reliable, and patient‑centric trials. As a Client Success Director, you will lead designated client accounts across all Clario Business Units—ensuring satisfaction, retention, and growth by building strategic relationships, understanding client objectives, and guiding them to achieve optimal outcomes with our solutions. What We Offer - Competitive compensation - Flexible work schedules - Attractive paid time off plan - Engaging employee programs - Remote working What You’ll Be Doing - Build and maintain strong relationships with key client stakeholders and establish appropriate governance structures for each assigned account. - Collaborate with clients to understand their needs and partner with Sales and Operations to plan and deliver on defined objectives. - Act as the voice of the customer, ensuring balanced perspectives and managing expectations internally and externally. - Support client education on Clario products and services to promote strategic value and business growth. - Listen to client feedback and translate insights into proactive actions that improve CSAT and strengthen NPS. - Leverage client relationships to support Sales in identifying and driving cross‑sell and upsell opportunities. - Monitor overall account health, ensuring deliverables meet expectations and partnering with internal teams to mitigate risks. - Ensure timely investigation and resolution of client issues with a focus on minimizing impact to patients and end users. - Foster collaboration across aligned internal resource groups to support creative solutions, consistency, and long‑term partnership success. - Build and maintain client advocacy by converting and sustaining contacts as strong promoters of the Clario brand. What We Look For - Bachelor’s degree or equivalent. - Minimum 5 years managing complex client accounts with a focus on commercial performance and service delivery. - Minimum 3 years in the life sciences industry; experience with clinical data endpoint collection services preferred. - Demonstrated ability to work independently, navigate adversity, and drive commercial and operational outcomes in a matrixed environment. - Confident communication and collaboration with C‑suite, Quality, Medical, R&D, and operational partners. - Effective change management and stakeholder alignment across varied priorities. - Ability to adapt to diverse personalities and foster collaborative outcomes. - Strong commercial acumen with a consistent focus on client satisfaction. - Ability to learn quickly and apply strategic thinking to short‑ and long‑term planning. - Assertive, logical, and diplomatic approach to conflict management and solution development. - Excellent communication, organization, adaptability, emotional intelligence, and strategic thinking skills. At Clario, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work—and how we empower our people to make a positive impact every day. Whether you're advancing clinical science, building innovative technology, or supporting our global teams, your work helps bring life-changing therapies to patients faster.