• 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.

• Manage a defined portfolio of customers, serving as their primary point of contact and advocate. • Build trusted relationships with key customer stakeholders and internal teams. • Conduct regular business reviews to evaluate progress and uncover growth opportunities. • Drive adoption of M3 products by ensuring customers are fully trained. • Identify and execute initiatives that strengthen customer retention and satisfaction. • Proactively identify at-risk customers and implement mitigation strategies. • Document customer health, success metrics, and touchpoints.

• Lead the Americas Regional Hub of Customer Success Managers (CSMs) to ensure the consistent delivery of high-quality, value-added engagement, driving customer outcomes and ensuring operational excellence. • Partner with Regional and Territory CS leaders to execute against Coupa’s GTM strategy to enhance customer engagement, satisfaction, product utilization and retention, collaborating with regional and global peers to ensure a consistent and high-quality customer experience. • Implement best practices and processes which support CSMs in successful engagement with their customers that guide them through each stage of the lifecycle. • Identify and drive strategies to help CSMs scale effectively across accounts including initiatives to digitize the Customer engagement experience. • Develop proactive strategies to improve adoption rates, customer retention (GRR) and growth (NRR). Identify risk signals early and implement targeted intervention plans to retain customers. • Serve as a customer-facing field leader, both proactively through account sponsorship as well as in response to inquiries, negotiations, and escalations. • Build, mentor, and lead a team of experienced Customer Value Managers. Foster a culture of continuous improvement, collaboration, and customer-centricity. • Model and innovate in the usage of customer success platforms, CRM systems, and analytics to monitor customer health, forecast retention, and track key success metrics.