• 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.

• Serve as the trusted strategic advisor and single point of contact for roughly 20 Tier-1 accounts, fostering deep executive relationships and long-term partnerships. • Conduct regular check-ins and executive/strategic business reviews to ensure customers are achieving their desired outcomes and realizing clear ROI from Eltropy. • Cultivate referenceable customers who serve as positive advocates of Eltropy to prospects and within the broader financial services community. • Develop and execute tailored, multi-year success plans to support customers in achieving their business goals and transformation initiatives. • Proactively identify and mitigate risks of churn through data analysis, health scoring, usage tracking, and early intervention strategies. • Partner closely with customers on best practices, change management, and roadmap alignment to maximize adoption and value. • Identify opportunities for expansion and upsell within the portfolio by aligning customer needs and strategic priorities with additional products and services. • Collaborate with the Sales team on account planning and to close expansion opportunities, ensuring seamless handoffs and a unified account strategy. • Program-manage complex, Tier-1 onboarding projects, ensuring a smooth and successful implementation across multiple teams and locations. • Drive product adoption by providing training, enablement resources, and best practices tailored to Tier-1 workflows and operational realities. • Advocate for customers internally by communicating their needs, challenges, and strategic priorities to cross-functional teams including Product, Engineering, Support, and Marketing. • Collect, synthesize, and relay customer feedback to influence product development, improve customer experience, and inform Eltropy’s roadmap. • Track and report on customer health, retention, expansion, and other key metrics across your Tier-1 portfolio.

• Manage, coach, and develop a team of Customer Success Managers (CSMs), providing clear expectations, feedback, and operational guidance. • Monitor team performance across KPIs tied to retention, adoption, engagement, and customer satisfaction. • Support CSMs in building and executing Success Plans that help customers achieve meaningful outcomes and mitigate risk. • Ensure CSMs maintain strong, multi-threaded relationships within their accounts and act as trusted advisors to their customers — including navigating M&A of properties, as well as changing industry regulations. • Guide the team in supporting high-volume, high-impact Property accounts with clear processes, repeatable playbooks, and strong cross-functional alignment. • Partner closely with sales, implementation, support, and product teams to ensure alignment on key initiatives and a smooth, cohesive customer experience. • Assist in managing customer escalations by coordinating with internal teams to ensure timely communication and resolution.