• 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.

• Drive Net Revenue Retention (NRR) through renewals, price uplift, expansion, and churn reduction • Ensure fast, high-quality time-to-value (TTV) through onboarding, education and training • Build a scalable, data-driven Customer Success model aligned to customer segments • Translate customer outcomes into predictable growth and long-term value • Deliver fast, quality customer support measured with OTD and FTR • Lead renewal strategy in partnership with Sales, including risk identification and mitigation • Bring sophisticated management and problem-solving skills to customer escalations, leading to the best possible resolutions • Establish proactive customer health scoring, success plans, and executive engagement motions • Own the end-to-end customer onboarding experience, from handover to go-live • Reduce time-to-value through standardized onboarding frameworks and success milestones • Work actively with Sales and prospects, guiding them on difficult implementation, technical, security, and infrastructure related questions around TraceGains solutions. • Own the customer training strategy, including onboarding, adoption, and advanced enablement • Build customer self-help content that accounts for learning preferences, improving customer experience and reducing TraceGains delivery costs • Lead and scale global customer support operations, delivering timely, high-quality issue resolution across all channels while consistently meeting SLAs, CSAT, and operational performance targets • Define and continuously improve support processes, systems, and knowledge assets, driving efficiency, consistency, and proactive issue prevention in close partnership with Product and Engineering • Have integrity, trust, and honesty: ability to fully engage in positive conflict of ideas and then fully committing to the course of action even if there is not 100% consensus • Lead, coach, and develop high-performing teams across his/her organization