• Account Management: Develop and maintain strong relationships with key customer stakeholders, working to develop strategic plans that align with their business objectives, driving mutual success and growth. • Product Knowledge: Stay abreast of product updates and features, providing customers with insights on how to leverage our solutions to meet their unique needs. • Issue Resolution: Proactively identify and address customer issues, collaborating with internal teams to ensure swift and effective problem resolution. • Feedback Collection: Gather customer feedback and insights, advocating for customer needs within the organization to drive product improvements. • Training and Education: Conduct 1:many sessions to empower customers to maximize the value of our products/services, offering ongoing education and support (including live webinars, email outreaches, community content, and more…) • Retention & Expansion: Collaborate with customers to maximize the value they derive from our products/services, ensuring that our solutions continue to meet and exceed their expectations over time. Devote efforts to ensuring high customer satisfaction and loyalty, developing strategies to minimize churn, and fostering long-term relationships with our clients. • Identify and execute opportunities for account expansion, whether through upselling or cross-selling additional products or services, providing customers with a comprehensive and integrated solution to meet their needs.

• Team Leadership: Directly manage, coach, and lead a team of Customer Success Managers in Poland, acting as the primary leadership presence in our Poland hub. • Hiring & Onboarding: Lead the recruitment and training of new CSMs, ensuring they develop GRC domain knowledge, product use cases and "Scale" operational skills. • Performance Coaching: Conduct regular 1:1s, shadow customer calls, and provide actionable feedback to help your team achieve their retention and expansion targets. • Culture Carrier: Foster a high-energy, collaborative, and inclusive environment within the Poland office that aligns with Optro’s global values. • Execute Global Plays: Take the digital-led strategies and playbooks and ensure they are deployed effectively across the Scale customer base. • Localization & Optimization: Identify global and regional nuances (e.g., GDPR requirements, international audit standards, or local workflows) and adapt global programs to ensure they resonate with Scale customers. • Operational Excellence: Monitor team dashboards to ensure "at-risk" customers are being identified by the tech-touch triggers and that your team is intervening effectively. • Feedback Loop: Act as the voice of the Scale customers. Partner with Scale/Digital and Product teams to share insights that will improve the global digital journey. • Business Outcomes: Own the GRR (Gross Retention Rate) and lead generation metrics for the Scale segment.

• Own and manage day‑to‑day post‑sale relationships with assigned clients and partners, serving as the primary point of contact for ongoing engagement. • Maintain existing revenue by driving adoption, correct usage, and operational stability across FICO Score solutions. • Proactively identify risks to renewal, usage, or client experience and coordinate mitigation plans across internal teams. • Review application and transactional activities regularly to identify material changes impacting revenue; communicate findings to Revenue Accounting. • Understand client and partner commercial agreements and contractual levers; explain and reinforce contract terms to ensure compliant usage. • Identify expansion opportunities and collaborate with the Scores Sales Executive on solution design, pricing changes, and commercial alignment. • Provide usage analysis, client insight, and operational readiness to support expansion and upsell motions. • Communicate and showcase new product features and enhancements to clients and partners. • Support change‑management planning to avoid disruption to client experience during product or operational changes. • Review client invoicing produced by Finance and partner with internal teams to resolve billing or usage discrepancies. • Capture and communicate client feedback and requests into the Line of Business product roadmap.

• Manage a portfolio of key accounts, ensuring high levels of customer satisfaction and driving retention. • Develop a profound understanding of each customer's unique business goals and how the Logiwa platform provides maximum value. • Conduct high-impact business reviews to showcase value, celebrate successes, and identify new opportunities for growth. • Proactively monitor customer health and identify potential risks to ensure a seamless and positive experience. • Collaborate closely with internal teams—including sales, product, and support—to resolve issues, improve workflows, and champion the customer's needs. • Identify and execute upsell and cross-sell opportunities for Logiwa products and services. • Partner with our marketing team to highlight customer success stories and create powerful case studies that promote our customers’ achievements. • Serve as the voice of the customer, providing critical feedback to help shape our product roadmap and strategic direction.