• Serve as an advocate for overall satisfaction and retention for assigned enterprise client base • Collaborate with subject matter experts and key stakeholders to achieve vision and objectives • Manage a portfolio of Mid-Market and Enterprise clients, serving as a trusted advisor • Facilitate collaboration with internal teams and client executives to establish goals • Identify and communicate growth opportunities within existing accounts • Plan and facilitate regular business reviews with clients and internal experts • Monitor all aspects of the client experience while maintaining a centralized client 'notebook' • Assess client health across financial, operational, and risk dimensions

• Own and shape the success of our customer accounts, driving measurable outcomes across expansion, adoption, satisfaction, and long-term value. • Document, build, and scale the structure for Customer Success Managers (CSMs), leading and mentoring them to ensure they deliver exceptional service and achieve customer goals. • Own the customer accounts and work to identify opportunities for expansion, ensuring customers derive maximum value from Tom’s AI-powered healthcare solutions. • Serve as the lead Customer Success Manager for the first clients, ensuring their onboarding, utilization, and satisfaction with the product. • Actively engage with customers and lead by example, while also building a team that will take over ongoing customer management. • Collaborate closely with the Product team to define success metrics, reporting structures, and data visualizations that accurately reflect customer outcomes, engagement, and satisfaction. • Partner with the Value-Based Care (VBC) Product Manager to align customer success goals with VBC initiatives. • Drive the adoption of best practices within the Customer Success team, ensuring consistent and high-quality service delivery across customer accounts. • Track, report, and follow up on the adoption, value, utilization, and engagement of Tom services with customers. • Continuously monitor and assess customer health, utilizing success metrics and feedback loops to identify risks and opportunities for proactive engagement and account growth. • Lead and grow the Customer Success Manager team, ensuring they have the tools, resources, and support needed to succeed. • Ensure that the Customer Success team is well-equipped with the knowledge and training to handle new product offerings, updates, and services.

• As an Associate Brand Protection Partner, you will own the client relationship related to value delivery • Primary responsibility for client satisfaction and retention • Jointly responsible for setting the strategy for each customer in your portfolio • Ensure that this strategy is delivered by your team • Primary point of escalation for your customers • Monitor their health on a regular basis • Create, drive, and continuously improve the strategy for customer • Agree on KPI’s or other success measures with the customer • Actively monitor and report on progress for all customer programs • Provide regular performance feedback for all Client Manager/ Coordinators working in your team • Deal with customer communications and escalations in a timely manner • Undertake and lead on quarterly customer business reviews for feedback • Monitor health and own accountability for all customer • Collaborate with other departments to ensure a cohesive approach to brand protection

The Client Success Manager, Scale is responsible for driving product adoption, retention, and client satisfaction through scalable, technology-driven engagement strategies within the AgencyBloc suite of products and services. This role leverages automation, data insights, and digital resources to support a broad client base efficiently. The ideal candidate is analytical, tech-savvy, and passionate about optimizing the client experience at scale. Responsibilities: Client Engagement & Adoption Serve as a product and process expert on the AgencyBloc’s suite of products, guiding clients to success through scalable, technology-driven engagement. In collaboration with the Client Experience team, create, maintain, and optimize digital touchpoints; including in-app guidance, knowledge base articles, email campaigns, and webinars; to support product adoption and client education. Support scalable renewal and retention initiatives by ensuring clients understand and realize the value of AgencyBloc’s solutions. Customer Health & Insights: Monitor customer health and product usage trends to identify at-risk accounts and opportunities for proactive engagement. Leverage analytics and reporting tools to track adoption metrics, identify trends, and recommend actions to improve retention and satisfaction. Contribute to the continuous improvement of automation and client lifecycle management tools. Cross-Functional Collaboration: Collaborate with Product, Marketing, and Support teams to deliver coordinated client communications and enhance the customer journey. Act as the voice of the customer, collecting and communicating feedback to inform product enhancements and experience improvements. Participate in internal knowledge sharing to continuously refine tech-touch strategies, tools, and workflows. Perform other duties as assigned to support the success and scalability of the Client Success team and its initiatives. Skills/Education/Experience: 2+ years of experience in SaaS client success, digital engagement, or customer lifecycle management. Familiarity with CRM and client success automation platforms (e.g., Gainsight, HubSpot, or similar). Strong analytical and problem-solving skills with the ability to interpret data and drive action. Excellent written communication and digital content creation skills (e.g., emails, guides, or video scripts). High comfort level with technology and SaaS applications. Strong organizational skills and attention to detail in managing processes across a large client base. Collaborative and adaptable team player who thrives in a fast-paced, evolving environment. Motivated by improving processes and scaling client impact through automation and innovation. Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.