• Actuar como primer punto de contacto para usuarios en periodo de prueba y suscriptores en las Américas • Convertir usuarios de prueba en suscriptores pagos mediante un compromiso consultivo basado en el producto • Identificar oportunidades de upsell y cross-sell dentro de la base actual • Gestionar el ciclo de vida completo del suscriptor, desde la implementación (onboarding) hasta la renovación, con foco en reducir la tasa de cancelación (churn) • Responder consultas y tickets de soporte vía Freshdesk Omni de manera profesional • Investigar y resolver consultas contables y de plataforma con precisión • Brindar soporte informado sobre flujos de trabajo de activos fijos y arrendamientos (IFRS 16 y ASC 842) • Asistir en la integración con QuickBooks Online, Xero y Sage Intacct • Liderar procesos estructurados de onboarding para nuevos suscriptores • Contribuir a la base de conocimientos y documentación de ayuda

• Own relationships with a portfolio of investor customers from onboarding through renewal • Leverage customer data to configure Visible instances for account onboardings • Lead onboarding calls and ongoing strategy sessions with customer teams • Advise customers on portfolio monitoring and reporting best practices using Visible • Proactively identify risks, opportunities, and expansion moments across accounts • Partner with Sales, Product, and Engineering to advocate for investor needs and feedback • Track customer health, engagement, and outcomes across investor accounts • Create scalable resources tailored to investor and fund use cases

• Directly manage the customer success team, owning processes, department goals, and ongoing staff training. • Maintain customer satisfaction through proactive client communications, issue remediation, and risk assessments. • Responsible for ensuring the customer success team is building long-lasting customer relationships and fostering customer retention efforts. • Collaborate across the organization with Sales, Marketing, Product, Billing, Business Development, Design, and Development to address churn risks and increase customer retention and satisfaction. • Manage day-to-day responsive and proactive customer service. • Handle escalations of client issues. • Oversee customer inquiries for technical and marketing support on a daily basis. • Understand and be able to explain how features within our website platform and digital marketing services relate to customer needs. • Manage customer expectations and collaborate with internal teams to resolve issues efficiently and effectively. • Proactively identify at-risk accounts to minimize churn. • Serve as the customer advocate for day-to-day and escalated issues and requests. • Manage new customer onboarding, training, and execution of ongoing digital marketing services. • Oversee the onboarding and training of new and existing customers to drive adoption of services and new features. • Provide insights to customers to ensure that they get the most out of the platform with the aim of improving retention through feature adoption. • Continually improve onboarding and support processes. • Evaluate and improve documentation, FAQs, ticket system templates, and other communication infrastructure. • Collaborate with Sales on opportunities with existing clients (campaigns, support partnership pilot program customers, renewals, and expansion opportunities). • Coordinate with Marketing around marketing activities to existing clients.

• Develop and implement CS strategies that drive satisfaction, retention, and growth across institutional test prep programs. • Partner cross-functionally with Sales, Product, Operations, Implementation, and Marketing to enhance customer experience and ensure seamless program delivery. • Partner with the Director of Sales, Institutional Test Prep Programs, on strategic account planning, renewal forecasting, and growth initiatives to ensure seamless coordination between pre-sale and post-sale teams. • Partner with the VP of Customer Success to align team initiatives with company-wide strategic goals. • Build a plan with the Implementation and Product teams to launch single sign-on and other edtech integration standards for K–12 and higher education partners. • Work cross-functionally with Customer Success leadership to align strategies and build synergies across institutional markets, driving cross-sell and expansion opportunities. • Lead, coach, and develop a high-performing Customer Success team supporting test preparation programs. • Foster a culture of accountability, collaboration, and continuous learning across the Test Prep Customer Success team. • Establish shared KPIs and reporting frameworks for CSMs to monitor account health, renewal pipeline, and client engagement. • Work closely with the Director of Sales to ensure consistent communication, unified account strategy, and aligned messaging across all institutional relationships. • Lead renewal management efforts across the teams to meet retention and growth goals. • Serve as a strategic advisor and primary contact for select key institutional partners, ensuring exceptional service delivery, proactive communication, and measurable student outcomes. • Oversee the full customer lifecycle—from onboarding to engagement, renewal, and expansion. • Build strong relationships with administrators and decision-makers to promote advocacy and long-term partnership growth.