• Consult with clients on best practices to achieve implementation milestones. • Understand client and internal requirements to manage the implementation of behavioral solutions. • Oversee project management and technical delivery of embedded solutions. • Report implementation status and risks. • Advise on data collection and design requirements. • Partner with Solution Engineering to determine solution strategy and implementation. • Collaborate across teams to ensure accurate configuration and deployment. • Support pre- and post-sales implementation projects to guide NeuroID value. • Deliver client-facing technical documentation.

• Partner with Sales/CS to ensure identified candidates are migration eligible (if applicable) • Actively participate in customer implementations, providing hands-on guidance for both new customers and those transitioning from the classic ICANotes program. • Track customer touchpoints in Zoho and liaise with other internal teams to ensure milestones are met • Serve as the escalation point for complex implementation challenges. • Design, refine, and implement workflows to improve the efficiency and effectiveness of the implementation process. • Collaborate with cross-functional teams (e.g., product, support, training) to identify and resolve process bottlenecks. • Ensure a seamless onboarding experience, addressing customer concerns promptly and effectively. • Monitor and act on customer feedback to enhance implementation quality and satisfaction. • Track and report implementation progress, success metrics, and challenges in regular meetings and to leadership. • Ensure implementation timelines, quality benchmarks, and customer satisfaction goals are consistently met. • Develop a handoff process for post go live customers to transition to the Account Management team.

• Own the end-to-end client journey—from onboarding and implementation through account management, renewal, and expansion. • Ensure each customer realizes measurable value from our solutions while driving adoption, engagement, and satisfaction. • Lead all aspects of client onboarding and implementation, ensuring 95%+ of projects are delivered on time and within scope. • Track and improve Time-to-Value (TTV) and Implementation Completion Rate to accelerate client success. • Develop and execute engagement strategies to achieve 80–90%+ active usage rates. • Proactively monitor accounts to identify risks and provide strategic recommendations to clients. • Own assigned client accounts and serve as the primary point of contact for enterprise clients. • Maintain 95%+ gross renewal rate and 110%+ net revenue retention (NRR) through proactive relationship management. • Identify upsell and cross-sell opportunities representing 10–15% of total portfolio ARR annually. • Address and resolve escalations and operational issues with a target of 90%+ closure within SLA and CSAT ≥ 4.5/5. • Advocate for client needs internally, collaborating with Product, Engineering, and Support teams. • Contribute to process improvements to enhance operational efficiency, reduce onboarding cycle times (10–15% YOY improvement), and optimize the client experience. • Maintain dashboards and reports to track essential metrics such as Net Revenue Retention (NRR) and CSAT.

• Be on the front-lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform • Manage the deployment of Samsara technology to customers, enabling customers to achieve quick time to value in their investment • Create launch plans and a roadmap to increase product usage • Track implementation progress, participation, product adoption, and account health • Run training sessions, demonstrate Samsara’s technology, and work through challenges with customers and day-to-day users of the system across numerous use cases • Juggle multiple customer engagements in parallel and work cross-functionally to deliver an exceptional experience for our customers • Deeply understand the Samsara platform’s capabilities and explain them to customers of all types • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices