• Be a Client Success advocate: Be the project manager for program launch tasks and manage multi-faceted programs with device partners, clients and internal teams. Ensure account activities are executed in a timely fashion in accordance with established standard operating procedure for the accounts you are supporting and assist client success team members in day-to-day tasks and ad hoc projects including taking notes during onboarding and client calls. • Be a trusted advisor who helps clients achieve their goals: Manage internal expectations as well as those of your clients and prioritize program tasks/activities using business judgment to balance internal objectives with client goals. Spend time understanding and driving clients’ objectives and growth targets and ultimately guide them through key decisions to design programs that support these targets. Creatively problem-solve when difficult situations arise and resolve operational challenges. • Be an effective internal and client-facing communicator and storyteller: Prepare recurring client reports, analyze and present key results, facilitate meetings, and deliver nuanced technical and data-driven messages to clients. Maintain consistent and frequent communication with an array of stakeholders including clients and device partners to ensure efficient program implementation, review ongoing needs, and provide timely solutions and recommendations to help achieve program success. • Be a product and service expert: Develop a comprehensive knowledge of demand management, DERs (distributed energy resources), and the drivers of program success. Foster a deep understanding of the product, service offerings and functionality to effectively communicate capabilities to clients, contribute to shaping program design and provide training to client program teams. • Be an administrative and project management powerhouse: Seamlessly coordinate and manage communication and logistics around client and subcontractor invoicing processes and related reporting and other tasks as assigned.

• As Client Success Manager, you are a senior, client-facing leader and a core member of the Trialfacts Leadership Team. • You own client outcomes end-to-end across active clients in the US and Australia, leading the team responsible for delivery, expectation-setting, escalation management, and internal coordination. • This is not a reactive support role. You set direction, guide teams, and work proactively with clients to drive strong outcomes, consistency, and trust. • You’ll work closely with Sales, Operations, Tech, and Leadership to ensure delivery quality, retention, and long-term client success.

• As Client Success Manager, you are a senior, client-facing leader and a core member of the Trialfacts Leadership Team. • You own client outcomes end-to-end across active clients in the US and Australia , leading the team responsible for delivery, expectation-setting, escalation management, and internal coordination. • This is not a reactive support role. You set direction, guide teams, and work proactively with clients to drive strong outcomes, consistency, and trust. • You’ll work closely with Sales, Operations, Tech, and Leadership to ensure delivery quality, retention, and long-term client success.

• Be accountable to revenue retention goals for Loop’s enterprise merchants. • Your main priority is to make our merchants successful, and you’ll use any and all of your resources to make it happen. • You’ll have quarterly revenue retention targets by identifying and securing expansion opportunities within your assigned accounts, while effectively managing account renewals and mitigating retraction risks. • You’ll focus on maintaining strong relationships with your merchants by proactively addressing their needs, ensuring they receive the full value from Loop, and supporting their long-term success. • You’ll be responsible for contract renewals and retention for your accounts, which includes conveying the value Loop provides to our merchants and our differentiators when compared to competitors. • You’ll work in close partnership with Sales to uncover cross-sell opportunities, build business cases, and convert them into closed revenue • Host quarterly business reviews with your key accounts, showing up with content that proves how Loop provides them value and illustrating how we can grow together. • Engage in regular, creative touchpoints with your accounts to get in front of any issues prior to renewal and avoid merchant churn. • Increase the usage and adoption of all Loop’s features by communicating new feature updates to your accounts, focusing on the value they’ll provide that specific merchant. • Make Loop better by talking to merchants constantly and reporting product enhancement themes and feedback to the rest of the Merchant Success team.