• Take ownership over each account in your portfolio by building strong relationships to ensure customer satisfaction • Acquire a deep knowledge of company products and value proposition • Monitor account health and relevant KPIs to ensure continued adoption, and alignment with the customer's objectives for overall success. Identify churn risk, and work proactively to eliminate that risk • Develop and present strategic success plans that clearly deliver on customer expectations • Be highly organized with strong CRM and territory management skills • Participate in customer meetings and quarterly business reviews, presenting progress of key success criteria • Act as the go to point-of-contact for customers, leverage internal teams to resolve concerns and enhance the customer experience • Facilitate Asset Watch customer onboarding, training, and initial user setup • Meet retention and sales targets on a quarterly basis

• Directly manage, coach, and develop a team of Customer Success Managers, ensuring alignment with PowerSchool’s customer-centric values and product adoption goals. • Guide the team in driving product adoption, usage maturity, and customer enablement activities to ensure clients see measurable value. • Oversee ongoing customer relationship management, ensuring regular strategic touchpoints that assess health, gather feedback, and strengthen executive alignment. • Identify early indicators of account dissatisfaction or risk and partner cross-functionally to address barriers to success. • Support retention efforts by ensuring the team maintains strong health metrics, mitigates risk proactively, and drives strong alignment between customer goals and PowerSchool solutions. • Work closely with EICs, Account Management, Support, Product, and Professional Services teams to deliver a seamless and effective customer experience. • Assist in the design and implementation of scalable processes, playbooks, and best practices that elevate the consistency and effectiveness of customer success activities. • Act as a senior escalation point for customer concerns, partnering with internal teams to resolve issues and uphold a high standard of customer satisfaction.

• Develop deep knowledge of Digital Science, its solutions, and GFN customer research workflows, while supporting implementations and delivering engaging web-based training to onboard new Overleaf customers. • Be the first-line contact for key GFN customer questions and issues, working with the appropriate internal teams (e.g., Support, Product, Sales) to solve problems and manage them through to resolution. • Create clear user-facing documentation and communications while demonstrating and promoting Overleaf features to help customers maximize product value. • Support the Customer Support, Marketing, and Sales teams in a wide variety of user-facing initiatives and activities. • Identify client challenges and risk areas, develop solutions, and execute proactively to support renewals, collaborating with other Digital Science teams, including Support, Product, and Sales, as required. • Align and collaborate with Sales on renewal forecasts and upsell strategies, with a focus on customer retention and growth. **

• Post signed SOW, drive execution across workstreams, stakeholders, ensuring operational alignment and rollout. • Play the lead role on implementation for our largest and most complex contracts. • Be the voice for our clients internally and develop an in-depth understanding on their needs that Cayaba can grow into serving. • Support Cayaba’s client relationship management strategy and how this function will scale with a growing number of contracts. • Anticipate clients’ and members’ needs or operational challenges in market, and ensure mitigation or contingency strategies are in place. • Prepare and deliver Monthly and Quarterly (MBR & QBR) business reviews to clients, investors, and internal stakeholders demonstrating progress towards shared success measures including member engagement, utilization, clinical impact, and ROI while demonstrating a strategic command of the client’s experience and linking results to the client’s desired business outcomes and goals. • Mitigate churn risk and proactively engage cross-functional Cayaba Care business partners to advance client strategy while serving as the client’s advocate within Cayaba Care. • Continually assess Cayaba’s value proposition from a members and client perspective. • Build and maintain strong relationships with client leadership teams to enable more efficient implementation timelines. • Participate in special projects to improve effectiveness of partnerships; client and member experience as needed. • Assess and maintain optimal capacity planning for service providers, demand, and gross margin models. • Partner with Care Delivery on Standard Operating Procedures changes affecting economics or staffing.