• Be the architect of the Ethena experience for our most complex customers • Drive Multi-Product Mastery: Act as a strategic consultant for customers utilizing our full suite - from Training to Hotline and Phishing - ensuring they aren’t just “happy" but are fully activated and seeing measurable ROI across every tool. • Build Multi-Level Relationships: Cultivate deep, durable relationships with key stakeholders in People, Legal, and Compliance. You’ll move beyond the "admin" level to become a trusted advisor who understands their unique brand, risks, and organizational culture. • Leverage AI in the Customer Journey: As our first Mid-Market CSM, you will design the blueprints for how we support multi-product users, creating scalable frameworks that ensure different types of workforces find immediate value. • Master the "Health Check": Move beyond basic metrics to analyze nuanced adoption data. You’ll proactively identify when a strategic account is underutilizing a specific feature (like Policy Bot) and share a strategy to keep our GDR to above industry benchmarks • Uncover Expansion Opps: Partner closely with Account Management to identify expansion opportunities. Because you understand the customer's "why," you’ll spot the perfect moment to introduce new capabilities that solve their evolving compliance headaches. • Close the Feedback Loop: Serve as the bridge between our customers and our Product team to ensure our most successful customers continue to be successful, sharing their insights across the organization.

• Own a portfolio of DoiT’s most strategic accounts and facilitate the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion • Strategically manage and prioritise the customer portfolio to proactively drive engagement, deliver value, and ensure the focus on high-impact accounts. • Deliver rapid “time to first value” (TTFV) for onboarding customers by delivering effective customer training and enablement on DoiT Cloud Intelligence™ and driving the customer onboarding checklist • Build deep and healthy relationships with key customer stakeholders (CFOs, FinOps leads, engineers, cloud architects) and find new ways to engage with the customer team to ensure both depth and breadth of impact in the customer’s business. Effectively identify, engage, and build trusted relationships with key decision-makers and influencers to drive alignment, value realization, and strategic outcomes • Perform business and technical discovery in partnership with the Forward Deployed Engineering team (and other relevant DoiT teams) to uncover opportunities for integrated use case implementation using DoiT Cloud Intelligence™ • Support customer cost optimization and FinOps maturity in close collaboration with our Forward Deployed Engineering and Account Management teams • Build trust and transparency with customers as a customer advocate and provide valuable input to our product feedback loop (operating as the “voice of the customer”) • Maintains the Customer 360 record, ensuring that details for all customer touchpoints, workflows, and health metrics are accurate and up-to-date • Proactively surface customer advocacy opportunities and coordinate with our marketing team on case studies, customer interviews, speaking events, etc. • Identify, escalate, and manage risk utilizing customer data: health scores, product usage, and customer sentiment • Create effective mitigation plans in collaboration with DoiT Account Managers, Product, Forward Deployed Engineering, and DoiT leadership • Present customer risk and escalation status and portfolio-level trends to senior DoiT leadership in support of ongoing improvements to DoiT tools and offerings • Identify and qualify expansion and growth opportunities throughout the customer journey for execution by the Account Management team • Provide quantitative and qualitative insights to the Account Management team for customer Quarterly Business Reviews (QBRs) and renewals • Continuously provide input into the refinement of DoiT’s internal Customer Success playbooks and processes • Deliver knowledge sharing sessions in CSM team meetings related to CS best practices, cloud, FinOps, and DoiT tools • Maintain a deep, technical understanding of DoiT’s products and services and customer use cases to advise customers on how to leverage DoiT solutions more effectively

• Own a portfolio of DoiT’s most strategic accounts and facilitate the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion • Strategically manage and prioritise the customer portfolio to proactively drive engagement, deliver value, and ensure the focus on high-impact accounts. • Deliver rapid “time to first value” (TTFV) for onboarding customers by delivering effective customer training and enablement on DoiT Cloud Intelligence™ and driving the customer onboarding checklist • Build deep and healthy relationships with key customer stakeholders (CFOs, FinOps leads, engineers, cloud architects) and find new ways to engage with the customer team to ensure both depth and breadth of impact in the customer’s business. Effectively identify, engage, and build trusted relationships with key decision-makers and influencers to drive alignment, value realization, and strategic outcomes • Perform business and technical discovery in partnership with the Forward Deployed Engineering team (and other relevant DoiT teams) to uncover opportunities for integrated use case implementation using DoiT Cloud Intelligence™ • Support customer cost optimization and FinOps maturity in close collaboration with our Forward Deployed Engineering and Account Management teams • Build trust and transparency with customers as a customer advocate and provide valuable input to our product feedback loop (operating as the “voice of the customer”) • Maintain the Customer 360 record, ensuring that details for all customer touchpoints, workflows, and health metrics are accurate and up-to-date • Proactively surface customer advocacy opportunities and coordinate with our marketing team on case studies, customer interviews, speaking events, etc. • Identify, escalate, and manage risk utilizing customer data: health scores, product usage, and customer sentiment • Create effective mitigation plans in collaboration with DoiT Account Managers, Product, Forward Deployed Engineering, and DoiT leadership • Presents customer risk and escalation status and portfolio-level trends to senior DoiT leadership in support of ongoing improvements to DoiT tools and offerings • Identify and qualify expansion and growth opportunities throughout the customer journey for execution by the Account Management team • Provide quantitative and qualitative insights to the Account Management team for customer Quarterly Business Reviews (QBRs) and renewals • Continuously provide input into the refinement of DoiT’s internal Customer Success playbooks and processes • Delivers knowledge sharing sessions in CSM team meetings related to CS best practices, cloud, FinOps, and DoiT tools • Maintain a deep, technical understanding of DoiT’s products and services and customer use cases to advise customers on how to leverage DoiT solutions more effectively

• Cultivate and maintain customer relationships to expand and enhance account performance. • Develop tailored strategic account plans • Conduct needs assessments to understand each account’s specific goals • Lead conflict resolution efforts and problem-solving across projects and teams • Negotiate contracts with clients