Why Ad Vital? Ad Vital is the only AI-first practice management platform built by a surgeon, for surgeons. We sit at the intersection of vertical SaaS and embedded payments scaling rapidly through a major device partnership, with 20+ practices live and a clear path to 100+. This is a ground-floor opportunity. You'd be in charge of client success hire building our function, and enhancing what we've built. You'll have direct access to leadership, real decision-making authority, and exposure to the industry through our Catalyst AI Mastermind program and conferences. After 12 months of proven performance, this role includes equity consideration because the people who build it with us should share in the outcome. The Role You are the person who owns the client experience at Ad Vital from signed contract through long-term retention. You run onboarding, manage client health, handle escalations, and make sure nothing breaks while our CEO is in surgery. You work business hours and you have real authority to solve problems without waiting for permission. Ad Vital is an AI-powered practice management and CRM platform built for aesthetic medical practices plastic surgery, dermatology, medical spas, and cash-pay physicians. We are built on top of GoHighLevel with proprietary technology including EMR integrations, AI voice agents, and embedded payment processing. Learn more at advital.app. What You Own Client Onboarding - Take new clients from signed contract to fully live on the platform within 30 days or less - Coordinate across product, sales, and development teams to remove blockers and hit timelines - Build and refine repeatable onboarding workflows as the client base scales Client Retention & Satisfaction - Own ongoing client relationships your primary contacts are practice managers and staff, not the physicians - Conduct regular check-ins (minimum weekly during onboarding, biweekly for established clients) - Monitor client health, track NPS, and intervene proactively before churn signals become churn - Handle escalations with autonomy - you have authority to make service-level adjustments and resolve issues without waiting for approval Account Growth & Expansion - Identify opportunities to expand the client relationship — Vital Pay adoption, tier upgrades, additional modules - Drive Net Revenue Retention by helping clients get more value from the platform over time - Generate client referral introductions - your happiest clients are our best pipeline Operational Coordination - Triage technical issues: resolve what you can in the CRM platform, escalate development items to the technical team with clear documentation - Serve as the bridge between clients and our product/dev team - translating client needs into actionable feedback - Maintain internal documentation: onboarding playbooks, client configurations, and process SOPs This Role Is Not - Not a support ticket queue. You are not answering help desk requests all day. You own the strategic relationship and the outcomes. You will have our support team to handle all the lower level tech "doing". - Not a junior client success / client support role. You will have a support team member to handle routine items. Your job is to lead, not follow. - Not a role where you wait to be told what to do. We are 20 clients scaling toward 100. You will be building systems while running them. What Success Looks Like: - Onboarding Velocity: New clients live on the platform within 3 days of signed contract - Client Retention: 94% logo retention measured on a rolling 12-month basis - Client Activation: 85% of new clients fully active within 7 days of going live using our proprietary AI-onboarding system - Net Revenue Retention: Track and improve revenue per client over time and establish baseline in first 90 days - Client Health Score: Build the scoring system in first 90 days; maintain and act on it ongoing - Escalation Response: Client escalations acknowledged within 2 hours during business hours - Client Referrals: Generate referral introductions from satisfied clients on a quarterly basis

• Own renewal strategy and identify expansion opportunities across your mid-market portfolio • Develop and execute clear success plans to ensure customers achieve defined outcomes and maximize platform utilization • Build and maintain relationships across accounts, ensuring alignment on goals and performance • Proactively manage the end-to-end renewal process, mitigating churn risk through early health monitoring and engagement tracking • Surface upsell triggers and collaborate with Sales to execute expansion opportunities aligned with customer value realization • Conduct recurring business reviews to communicate performance, ROI, and growth opportunities, using trend analysis to guide recommendations • Translate customer feedback and recurring themes into actionable insights for Product and Leadership • Partner with Implementation, Support, Sales, and Product to ensure smooth onboarding, adoption, and issue resolution • Monitor engagement signals, proactively address risk, and implement recovery plans before churn risk escalates

• Guide customers through the onboarding process, ensuring they have the necessary resources, knowledge, and support to succeed. • Provide training and enablement materials to help customer effectively utilize our products and services. • Develop and maintain strong relationships with customers, acting as their primary point of contact. • Proactively engage customers to understand their needs and identify opportunities for growth and collaboration. • Monitor and track customer performance metrics, including Monthly Recurring Revenue (MRR), customer satisfaction, and other key performance indicators (KPIs). • Provide insights and recommendations to improve customer performance and identify areas for growth. • Address customer inquiries, concerns, and escalations in a timely and effective manner. • Collaborate with internal teams to resolve issues and ensure customers receive top-notch support. • Work closely with customers to identify business opportunities and co-create strategies for expansion. • Foster collaboration and alignment with internal cross-functional teams, including sales, marketing, product, and support, to ensure a seamless customer experience. • Collaborate with customers to identify upsell and cross-sell opportunities, maximizing customer value and revenue potential. • Maintain accurate customers data, activities, and interactions in the company’s CRM system. • Provide regular reports and updates on customer performance to the leadership team.

• Global Client Support: Work as part of the Professional Services organization to support clients across the US, Europe, and Asia, ensuring a consistent and high-quality experience. • Portfolio Management: Manage and maintain portfolio information for clients, ensuring data accuracy and accessibility through the Termgrid platform. Coordinate and oversee the data ingestion process to ensure smooth onboarding and updates. • Client Insights & Reporting: Contribute to Quarterly Business Reviews (QBRs) by providing insights on client usage patterns, engagement metrics, and key feedback. • Client Relationship Management: Work with Account Managers on client inquiries and issues related to Termgrid’s Portfolio product, ensuring timely resolution and proactive communication. • Knowledge Management: Develop, maintain, and update internal and external knowledge base articles to enhance client enablement and internal operational efficiency. • Cross-functional Collaboration: Partner closely with Product and Engineering teams to communicate client needs, provide feedback, and contribute to ongoing product enhancements.