• Own the strategic relationship with a portfolio of high-value Fortune 500 clients • Serve as the main point of contact post-sale, ensuring alignment with client business objectives • Act as a strategic advisor and tactical partner, guiding clients through platform optimization and maturity • Drive platform adoption, ensuring clients realize measurable business value • Proactively identify opportunities for Ontic to solve additional pain points and help clients scale their protective intelligence programs • Build success plans, map value drivers, and track ROI to strengthen business cases for renewal and growth • Lead high-level business reviews and success planning sessions with senior executives and cross-functional stakeholders • Challenge clients thoughtfully when needed—presenting data, trends, and best practices that guide better outcomes • Forecast, manage, and own renewals, ensuring seamless continuation of service • Partner with Sales to identify expansion opportunities and co-create account growth strategies • Track account health signals and proactively mitigate risks to retention • Serve as the voice of the client internally, influencing product roadmaps, service offerings, and strategic initiatives • Collaborate with Product, Engineering, Sales, and Marketing to ensure a coordinated approach to client satisfaction and innovation • Contribute to scaling internal systems and workflows (e.g., SFDC, JIRA, Pendo) to drive efficiency and repeatability • Help define and refine playbooks, onboarding frameworks, and client communication models

• End-to-End Ownership: Own the entire customer lifecycle; from onboarding and technical adoption to renewals and expansion, ensuring clients achieve their business goals. • NDR Growth: Drive Net Dollar Retention (NDR) across your portfolio by identifying usage growth opportunities and leading expansion strategies. • Customer Advocacy: Act as the voice of the customer internally, working with Product and Engineering to prioritize features that solve real-world lending challenges. • Strategic Insights: Use data and critical thinking to anticipate risks, identify "signal" in customer behavior, and guide long-term strategy. • Cross-Functional Collaboration: Partner with Sales to unblock complex deals and with Delivery to ensure seamless integration of our Rails of Lending (RoL) platform. • Relationship Architecture: Build high-trust, C-level relationships through high-touch engagement and in-person visits to key partners across LatAm. • Process Scaling: Contribute to the "playbook" for the CS function, improving standards and processes as the company grows.

• Be the primary point of contact for the Machinio System Existing Client Support initiative for dedicated accounts. • Manage the support inbox and phone line for dedicated accounts, ensuring timely and professional responses. • Handle technical inquiries, troubleshoot, and escalate complex issues when necessary. • Conduct periodic check-ins to assess client satisfaction, encourage product usage, and address concerns proactively. • Deliver phone and video explanations, lead occasional training sessions, and create learning materials to support clients. • Follow up on late payments, while learning and applying effective client retention strategies. • Assist clients with updates, issues, and questions related to their Machinio System-powered website designs. • Gather client feedback and testimonials to support marketing and product improvement efforts. • Participate in weekly collaboration sessions with the Team Lead to brainstorm solutions.

• Own a book of business of small to medium customers and drive those customer relationships through a team-based approach throughout the entire customer lifecycle. • Responsible for the comprehension and delivery of customers’ goals as it relates to PersistIQ services, and ensuring that the goals and success criteria are aligned to the services we provide. • Act as a liaison to PersistIQ’s Account Management Team on behalf of your customers. • Lead all retention efforts, including renewals, mapping of risks, cancellation requests and others for each client. • Assist customers with any escalated issues and questions pertaining to their service agreement, the PersistIQ tools and any other topics on their relationship with PersistIQ. • Understand our customer satisfaction measures. • Execute on our Customer Success engagement model, inclusive of account management, success planning, retention, and cross-sell/up-sell initiatives. • Expand revenue in existing accounts by working to identify/develop upsell opportunities and increase the average customer lifetime value. • Monitor and improve individual performance to ensure team members are providing an optimal customer experience and achieving internal goals. • Collaborate with our Product team to improve the user experience. • Help drive customer reviews and case studies. • Other duties as assigned.