Job Title: Customer Success Manager Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for client calls, QBRs, and support escalations) About the Role: Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships. Responsibilities: Onboarding & Adoption: - Lead client onboarding sessions and establish success criteria. - Configure accounts, deliver product training, and ensure smooth implementation. - Track early adoption metrics to identify gaps. Relationship Management: - Manage a portfolio of 20–40 active accounts, depending on client size. - Serve as the primary point of contact for client stakeholders. - Conduct regular check-ins and strategic reviews. Proactive Engagement: - Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards. - Identify at-risk accounts early and execute playbooks to re-engage them. - Deliver quarterly business reviews (QBRs) to align on goals and ROI. Support & Escalation: - Triage support issues and escalate to technical teams as needed. - Track resolution and ensure client satisfaction post-issue. Growth & Retention: - Identify upsell/cross-sell opportunities based on client needs. - Collaborate with sales teams to expand accounts while maintaining renewals. - Track renewal pipeline and prepare contracts for review. Reporting & Feedback: - Prepare reports on client health, usage, and renewal status. - Capture client feedback and relay to product/engineering teams for improvements. What Makes You a Perfect Fit: - Excellent communicator with executive presence and consultative skills. - Empathetic listener who balances client needs with business objectives. - Organized multitasker who thrives managing multiple accounts. - Comfortable owning revenue responsibility through retention and expansion. Required Experience & Skills (Minimum): - 2–3 years in customer success, account management, or client-facing roles. - Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango). - Strong presentation skills for client-facing reviews and demos. - Proven ability to manage client relationships and drive renewals. Ideal Experience & Skills: - 3–5 years CSM/AM experience with revenue targets. - Industry background in SaaS, professional services, or B2B technology. - Familiarity with NPS, CSAT, and customer health scoring. - Experience creating client-facing collateral (playbooks, decks, case studies). What Does a Typical Day Look Like? A CSM’s day revolves around driving client value and ensuring account health. You will: - Start by reviewing dashboards to identify at-risk accounts or upsell opportunities. - Hold client calls, ranging from onboarding sessions to strategic QBRs. - Coordinate internally with support, product, and sales to resolve issues or align strategies. - Prepare renewal forecasts and track contract timelines. - Document client interactions in CRM and update health scores. - End the day reviewing feedback and usage metrics, preparing actionable recommendations for clients. In essence: you are the client’s trusted advisor and the company’s revenue guardian, ensuring relationships are long-lasting, productive, and mutually beneficial. Key Metrics for Success (KPIs): - Net Revenue Retention (NRR) ≥ 100%. - Renewal rate ≥ 90–95%. - Expansion/upsell targets achieved. - Client health scores consistently maintained/improved. - Positive client satisfaction scores (NPS, CSAT). Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., roleplay a QBR or prepare an account health plan) - Client Interview with Sales/CS Leadership - Offer & Background Verification #LI-AG1

• Monitoring clinical trial sites to ensure adherence to study protocols, regulatory requirements, and Good Clinical Practice (GCP) standards. • Conducting site visits to assess site performance, resolve issues, and provide support to ensure successful trial execution. • Collaborating with cross-functional teams to ensure timely and accurate data collection and reporting. • Providing training and guidance to site staff and other CRAs to maintain high standards of clinical trial conduct. • Building and maintaining effective relationships with site personnel and stakeholders to facilitate smooth trial operations.

• Strategically manage and nurture enterprise accounts to drive account growth and increase service utilization. Develop tailored account plans that ensure client goals and ROI metrics are achieved, aligning with Visit.org’s capabilities. This includes supporting and/or leading the planning and execution of offsite meetings with clients to deepen understanding of their needs, co-create enhanced value, and strengthen strategic relationships. • Lead and project-manage key client initiatives and strategic programs, coordinating cross-functional teams, timelines, and deliverables to ensure successful execution, high-quality outcomes, and measurable business and social-impact results. • Actively support the Sales team with client renewals and negotiations, ensuring high retention rates and minimizing churn within enterprise accounts. • Build and maintain strong, executive-level relationships with key stakeholders within each client organization, becoming a trusted advisor on social impact and partnership. • Deliver customized consultations and presentations demonstrating the ongoing value of Visit.org’s offerings to client objectives. • Proactively identify and resolve issues that arise within enterprise accounts, ensuring a high level of client satisfaction and service delivery. • Collaborate with Supply, Content, Sales, Marketing, Events, and Product teams to communicate client needs and align on cross-functional initiatives that enhance product functionality, service delivery, and client satisfaction. • Champion client needs internally to ensure that all client deliverables are met with a standard of excellence, advocating for product enhancements when necessary to serve enterprise needs. • Contribute to the development of best practices, operational procedures, and strategic initiatives that enhance the overall effectiveness and scalability of the Customer Success team.

• Own onboarding, handoffs, and lifecycle playbooks from close to renewal • Define customer engagement models by segment (SMB / Mid-Market / Enterprise) • Ensure clear ownership and accountability at every stage of the lifecycle • Define and own KPIs across all CS functions (adoption, health, churn, NRR, renewals) • Establish weekly and monthly operating cadence and performance reviews • Drive forecasting accuracy for renewals and expansion • Hire, onboard, and scale critical CS roles as the business grows • Coach and performance-manage CSMs, Support, and Solution Engineering • Build a high-accountability, customer-first culture • Own churn prevention strategy and early risk identification • Ensure every at-risk account has a documented mitigation plan • Partner with Sales on expansion readiness, timing, and qualification • Support renewals and expansions with clear value articulation • Partner closely with VP Sales on retention modelling, forecasting, and GTM alignment • Align CS with Product to close feedback loops • Act as the voice of the customer internally • Own CS tooling and data hygiene (CRM, health scoring, reporting) • Ensure consistent documentation, notes, and account plans • Drive operational discipline and eliminate reactive fire drills • Other duties as assigned.