• Manage the sales cycle across a portfolio of clients, with an active sales pipeline. • You’ll be targeted on renewal, retention, and key customer objectives with a focus on advocacy. • Create, identify, and qualify selling opportunities by maintaining regular contact with your clients. • Grow the accounts in your client portfolio through cross-and-up-selling. • Retain your customers by ensuring strong feature and channel adoption. • Provide the highest levels of customer service. • Deliver against your sales targets and pipeline commitments. • Collaborate with other teams including Support, Product Development, Professional Services, Sales and Partnerships. • Maintain accurate and up to date records in our CRM system. • Maintain a high degree of account management and control. • Continually develop your industry knowledge and demonstrate commercial understanding. • Develop strategic growth plans for key accounts in your portfolio.

• Manage approximately five clients in Gainsight's Strategic Accounts segment • Proactively manage risks and foster adoption and outcomes • Provide mentorship and leadership to team members • Develop and lead strategic client partnerships • Quantify and communicate ROI for clients throughout their lifecycle • Act as a trusted advisor on Customer Success best practices • Cultivate deep executive-level relationships within client organizations • Drive cross-functional initiatives to identify strategic opportunities • Represent Gainsight as a recognized industry expert

• Serve as the primary owner of the customer relationship, with accountability for retention and long-term success—not just utilization or CSAT • Build trusted, executive-level relationships with pharmacy leadership, supply chain leaders, and health system stakeholders • Deeply understand each customer’s strategic goals, financial drivers, and operational challenges, and connect them to measurable SureCost outcomes • Monitor customer health using qualitative and quantitative signals, and lead cross-functional remediation plans for at-risk accounts • Conduct polished, insight-driven QBRs that demonstrate ROI, value realization, and strategic alignment • Act as the voice of the customer internally, influencing Product, Process, and Support priorities • Develop and maintain success plans tied to business outcomes, not just feature adoption • Identify trends in usage, value realization and early indicators of churn risk • Partner closely with Implementation, Support, Product and Sales to remove adoption barriers and improve the customer experience • Share best practices and insights that help customers achieve measurable savings and operational improvements • Identify renewal and expansion opportunities and collaborate with Sales to support long-term growth • Manage a portfolio of customers, ensuring retention and expansion targets are consistently achieved • Translate data into insights that demonstrate platform value and business impact • Contribute to the development of scalable playbooks and customer programs

• Lead implementations for new institutional clients and tailor configurations to complex diligence use cases • Monitor engagement, anticipate client needs across reporting cycles, and drive strong renewal outcomes • Become a subject-matter expert on DiligenceVault capabilities including RFP, DDQ, and workflow automation • Advise clients on API integrations and data connectivity • Manage renewals and partner with the Account Management Team to identify expansion and upsell opportunities • Translate client feedback into actionable insights for our Product and Engineering teams • Deliver webinars, training, and best-practice sessions to promote adoption and community engagement