• 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

• Serve as the primary point of contact for assigned client accounts • Build trusted relationships with property managers, office managers, business owners, and facilities teams. • Conduct regular check-ins to assess satisfaction, changing needs, and upcoming risks. • Ensure clients feel heard, informed, and confident in our service delivery. • Lead post-sale onboarding for new clients • Coordinate internally to ensure: - Scope of work is clearly understood - Cleaning schedules are accurate - Site-specific requirements are documented • Conduct or coordinate initial walkthroughs and kickoff meetings • Oversee smooth transitions for new accounts, scope changes, or takeovers from prior vendors • Proactively monitor service quality through: - Client feedback - Site inspections - QA reports • Own all client issues from first notice through resolution • Coordinate with Operations Managers and Supervisors to: - Identify root causes - Implement corrective actions - Prevent recurrence • Communicate clearly and professionally with clients during service disruptions • Maintain account health dashboards (complaints, inspections, missed services, escalations) • Identify at-risk accounts early and implement retention plans • Lead renewal conversations in partnership with sales or leadership • Support price increases and contract amendments with clear value communication • Track churn reasons and surface insights to leadership • Identify opportunities for: - Additional services (deep cleans, floor care, disinfection, post-construction, etc.) - Increased frequency or expanded scope • Partner with sales to scope, price, and close expansions • Ensure upsold services are operationally feasible and successfully delivered • Act as the voice of the client internally • Collaborate closely with: - Operations Managers - Scheduling & staffing teams - Quality assurance teams • Ensure client expectations align with operational realities • Escalate systemic issues and contribute to process improvements • Maintain accurate client records in CRM / client management tools • Document: - Site requirements - Special instructions - Communication history • Prepare regular reports on: - Client satisfaction - Retention risk - Service issues and trends • Conduct client check-in calls and emails • Perform or review site inspections and QA reports • Respond to client emails, calls, and service requests • Coordinate corrective actions with operations teams • Update CRM with notes, issues, and follow-ups • Prepare renewal and escalation summaries • Participate in internal ops and account review meetings • Support onboarding and kickoff for new clients • Track and follow up on open action items

• Architect the Customer Journey – Define the full lifecycle: onboarding, adoption, QBRs, and renewal workflows. • Own a ≤14-day time-to-first-value SLA. • Build and Lead the Team – Hire, onboard, and coach 4 onboarding specialists, 3 CSMs, and 2 support reps to create a proactive, outcome-focused CS culture. • Drive Product Adoption and Account Health – Launch usage-based health scores, build automated alerting systems, and raise weekly active usage to 70%+. • Own Retention and Renewals – Forecast retention with ±5% accuracy, and consistently hit ≥94% gross and ≥115% net revenue retention targets. • Trigger Expansion – Collaborate with Sales to activate upsells tied to onboarding events and behavior-based playbooks—doubling per-customer expansion ACV. • Voice of the Customer – Lead quarterly VoC reporting, identifying themes and influencing 50%+ of roadmap priorities in partnership with Product and Ops.