• Drive Software Adoption & Implementation • Guide customers through a structured onboarding process to ensure they understand and use our software successfully • Teach and train users in hands-on sessions to ensure everyone from site managers to executives knows how to use our tools • Proactively engage with users to uncover friction points and ensure the software solves their daily problems • Analyze a customer’s current state to 'paint the picture' of their two-year journey from basic operations to a fully circular model • Identify how our software and different features could guide customers through this journey at each stage to ensure customer growth over time • Masterfully guide customers through this plan to enable transitions from 'managing waste' to 'closing loops' by proving the ROI of each new phase • Bridge the gap to product by translating real-world customer friction and 'on-the-ground' challenges into actionable feedback for our Product and AI teams

• Own client adoption, value realization, and proactive identification of early-life risk through structured renewal readiness and predictive risk frameworks. • Strategize and partner cross-functionally on revenue retention strategy and performance with a focus on maximizing Gross Revenue Retention and reduction of contract churn. • Lead engagement across the company’s most strategic accounts by overseeing enterprise Client Success coverage, ensuring consistent executive-level alignment, and partnering with Sales on account planning and Product on enhancement requests to position clients for renewal and long-term growth. • Guide the scaled Client Success motion for the broader client base, driving adoption, monitoring engagement and cancellation risk signals, and improving efficiency through thoughtful segmentation, automation, and coverage design. • Strengthen expansion readiness by ensuring accounts have clear growth roadmaps, whitespace opportunities are identified and documented, and clients are strategically prepared for expansion conversations in close collaboration with Sales. • Establish and operationalize a clear client health and value realization framework, including standardized business reviews, measurable adoption and outcome tracking, and executive-ready reporting that connects platform adoption to operational and financial impact. • Build a disciplined, data-informed retention engine with reliable forecasting, clear performance standards, and strong partnership with RevOps to ensure risk tracking, reporting rigor, and leadership visibility. • Develop and lead high-performing enterprise and scaled Client Success teams, with defined expectations, consistent performance management, and a scalable organizational model that supports growth. • Improve cross-functional alignment with Sales to increase expansion pipeline influence, conversion readiness, and multi-year renewal strength while maintaining clear accountability boundaries. • Deliver measurable improvements in retention and efficiency over time, including stronger enterprise GRR performance, reduced reactive churn events, clearer risk forecasting, and tight alignment with sales documented growth plans across strategic accounts.

• Serve as the primary executive relationship owner for strategic accounts • Lead strategic adoption initiatives, driving measurable ROI and long-term engagement • Conduct Executive Business Reviews (EBRs) • Drive client usage and engagement through tailored training sessions • Ensure clients understand new features to maximize platform value • Develop and execute client success strategies

• Manage existing customer relationships to ensure customer loyalty and expand our business relationships. • Conduct regular business reviews and collaborate with customers to present strategic security strategies. • Maintain a detailed understanding of products and services, and suggest the best strategies to meet their needs. • Collect customer feedback, review and manage concerns, and advocate for all aspects of the customer experience with Cerby. • Own new customer onboarding process, ensuring quick value realization. • Handle customer requests, answer questions, and guide them through best practices. • Create and optimize existing processes within the company and actively enhance all Customer Success initiatives.