• Review existing processes and continue to iterate and implement a customer success strategy focused on CSM contributions to value realization, renewals, and growth • Advance the organization toward a tech-enabled, solutions-focused model inspired by best practices in the technology industry • Evolve the current structure into a mature, scalable operating model for a global Customer Success organization • Serve as a thought partner to the SVP and senior leadership, contributing to the long-term roadmap for Customer Success at Elsevier • Lead and inspire a high-performing team of regional leaders and their organizations; provide mentorship, performance management, and professional growth paths • Foster a strong culture of accountability, innovation, and customer-centricity • Partner with Sales, Marketing and Product leaders to drive engagement strategies that reduce churn, increase renewal rates, and expand customer footprint • Ensure teams build strategic relationships with institutional customers, functioning as trusted advisors to product champions, senior academic and government stakeholders • Drive customer advocacy, NPS, and customer health metrics through data-informed decision-making and proactive engagement strategies • Lead and contribute to cross-functional initiatives in CSM enablement, Operations, Success Planning, and Customer Impact Management • Champion the development of tooling, dashboards, and processes to measure customer success outcomes globally • Use metrics, analytics, and feedback loops to continuously refine engagement strategy and customer experience across regions.

• Help implement and manage customer and data led Email, SMS marketing campaigns, and automation programs to deliver customer retention and frequency. • Assist the team lead in managing a small team of email coordinators. • Delegate tasks and foster professional growth within each of the employees. • Adopt new trends and strategies to expand the customer base such as upselling and cross-selling. • Build and maintain profitable relationships with venue clients. • Oversee the relationship with customers handled by the team. • Monitor and improve performance of all Email Marketing communications. • Collaborate with Internal teams and our clients to ensure the campaign and copies of the newsletters are fit for brand. • Build and share weekly ad hoc reports that prove or suggest the effectiveness of the campaigns and strategy. • Familiar with all the marketing initiatives, customer acquisition and retention programs via key marketing channels. • Research and analyze local market competitors. • Become familiar with the latest Email and SMS trends and regulations.

• Define and execute Customer Success strategy for Tier 1 and National accounts • Drive measurable customer business outcomes including subscriber growth, retention, ARPU expansion, CSAT, and operational efficiency • Accelerate adoption and operationalization of Calix One platform capabilities • Serve as a trusted strategic advisor to C-suite and executive customer stakeholders • Partner with sales leadership on strategic account planning, white space analysis, and expansion opportunities. • Lead quarterly business reviews with executive sponsors, demonstrating business value and ROI. • Partner with Sales to drive expansion, renewal strength, and long-term value realization • Translate customer business priorities into scalable Success plays and engagement models • Expand adoption of subscription and platform across strategic accounts • Build and scale segment-specific Success motions tailored to Tier 1 complexity and operating models. • Attract, develop, and retain high-performing global teams • Build future-ready talent through career pathing, skills development, and leadership coaching • Foster a culture of accountability, customer obsession, innovation, and measurable impact • Operate with agility and decisiveness, even in ambiguous or rapidly changing environments. • Build trust and credibility by consistently operating in alignment with Calix core values. • Cultivate trusted relationships with senior customer executives and aligning success delivery to their strategic KPIs. • Advocate for the voice of the customer at the Calix leadership level, influencing product, strategy, and operations • Shape go-to-market strategy for strategic accounts and national programs • Represent Calix at industry events, executive briefings, and thought leadership forums.

• Own adoption and success for a portfolio of Fieldguide advisory customers, with accountability for usage, outcomes, and long-term retention • Drive deep platform adoption across advisory teams by actively working inside the product to configure workflows, templates, and engagement structures • Translate advisory methodologies, service offerings, and best practices into scalable, repeatable Fieldguide workflows • Partner directly with advisory teams to improve engagement execution, delivery consistency, and client outcomes through better workflow design • Lead customer enablement, training, and change management to help teams move away from bespoke, manual, or legacy delivery models • Identify usage gaps, inefficiencies, and delivery risks, and proactively recommend improvements • Serve as a practitioner-advisor—comfortably challenging teams to adopt stronger, more scalable advisory practices • Collaborate cross-functionally with Product, Engineering, and Implementation to provide real-world advisory feedback and influence roadmap priorities • Support renewals and expansion by ensuring customers are realizing clear, provable value across advisory service lines • Contribute to scalable success initiatives, including playbooks, templates, enablement content, and best-practice frameworks • Own and exceed KPIs related to adoption, retention, customer outcomes, and platform usage