Position Summary: The Customer Success Lead acts as a dedicated advocate for both clients and members, delivering a high level of personalized service and acting as the primary channel for external product support, education, and issue resolution. This role requires a proactive approach in building and maintaining relationships with internal and external clients, utilizing technology, expertise, and internal resources to resolve complex issues, educate clients, and ensure an exceptional experience for high-priority and VIP accounts. Shift Requirements: Monday - Friday 11:00 a.m. - 8:00 p.m. Central Principal Duties & Responsibilities: Client Advocacy & Issue Resolution: - Serve as the primary point of contact for high-priority and VIP clients, ensuring exceptional support by addressing complex inquiries and issues promptly. (Advanced) - Act as an intermediary to resolve member-related issues, especially where direct communication with clients is needed, by assessing client needs and facilitating effective solutions. (Advanced) - Proactively recommend solutions, set realistic expectations, and deliver accurate information to clients regarding their benefits, account navigation, and utilization. (Intermediate) - Educate participants on plan features, empowering them to maximize benefits and navigate the platform independently. (Intermediate) Relationship Building & Collaboration: - Build and foster strong relationships across the company by collaborating with colleagues in a team-oriented environment, focusing on meeting company, client, and member needs. (Advanced) - Act as an Ameriflex ambassador, upholding the organization’s core values and projecting a positive, professional image in all client and member interactions. (Advanced) - Collaborate with internal teams to offer solutions, identify process improvement opportunities, and promote best practices for client satisfaction and retention. (Intermediate) Consultative & Analytical Support: - Analyze and interpret data specific to VIP accounts, using insights to provide tailored support and identify trends in client needs. (Advanced) - Use critical thinking skills to address client issues effectively, applying sound judgment in interpreting and adhering to relevant laws, regulations, and policies. (Advanced) - Proactively assess complex client needs and provide consultative support, offering strategic insights to enhance the client experience. (Advanced) Compliance & Documentation: - Ensure strict compliance with HIPAA and other regulatory guidelines, maintaining confidentiality in all client interactions and documentation processes. (Advanced) - Maintain accurate records of client interactions, documenting resolutions and tracking follow-ups as required to meet company standards for quality and reporting. (Intermediate)

• Own implementation and onboarding, including project‑managing technical integrations with internal and client teams. • Build and nurture strong, strategic, long‑term relationships across all levels of client organizations. • Develop and execute strategic account and BoB plans, including growth and expansion strategies. • Use data, analytics, and industry insights to communicate value, deliver QBRs, and influence client decisions. • Identify and execute on upsell, cross‑sell, and multi‑product expansion opportunities while proactively managing retention and churn risk. • Lead cross‑functional collaboration and CX process‑improvement efforts to solve complex customer challenges • Cultivate partnership opportunities (speaking engagements, testimonials, pilots, claims/ROI analyses) and travel to client sites ~1x per quarter.

• Respond to support tickets, troubleshoot issues, and resolve account or payment-related questions with empathy and accuracy. • Proactively reach out to ensure practitioners are fully utilizing our platform — from services and profiles to reviews and booking tools. • Contact practitioners who are inactive or considering cancellation to understand their challenges, offer solutions, and win them back. • Help practitioners optimize their listings, improve client experience, and increase bookings. • Gather recurring feedback and share insights with our product and growth teams to improve the platform and practitioner experience.

• Pre-sales pilots - For complex evaluations, work alongside the Revenue team from Selection onwards, contributing the CS perspective on deal quality and continuity before the contract is signed • Onboarding & first value - Own accounts from contract signature, finalise the Customer Success Plan (CSP), and drive each account to a named first-value milestone on a live piece of work • Adoption - Move accounts from "this works for a few people" to "this is how we do things" — through proactive health monitoring, QBRs grounded in impact, and cohort expansion. • Expansion & Renewal - Manage renewals from six months out, maintain a live whitespace plan, and develop expansion opportunities to the point of handoff to the AE.