• Architect HubSpot across all Hubs (CRM, Marketing, Sales, Service, Ops) • Design data model, lifecycle stages, pipelines, and core objects • Configure workflows, automation, lead routing, and scoring • Implement and validate integrations with the client’s existing stack • Support data migration, cleanup, and QA • Build dashboards and reporting for operational and executive visibility • Document system architecture and implementation decisions • Deliver clean handoff of a production-ready HubSpot environment

• Own and execute the end-to-end Customer Success strategy across Houzz Advertising and Houzz Software. • Build, lead, and scale a high-performing Customer Success organization including onboarding, account management, renewals, and expansion support. • Establish a customer-centric culture focused on value realization, outcomes, and long-term partnerships. • Full executive ownership of Retention Rate and Product Adoption Rate KPIs across all customer segments. • Design and operationalize programs that drive: Higher renewal rates and reduced churn, Deeper, faster, and more consistent product adoption, Increased customer lifetime value (LTV) • Develop clear success plans, health scoring, and intervention models to proactively manage risk and expansion opportunities. • Define and optimize the customer lifecycle, from onboarding through renewal and expansion. • Ensure seamless handoffs from Sales to Customer Success with clear expectations and success metrics. • Champion the voice of the customer, ensuring feedback loops inform product roadmap, pricing, and go-to-market strategy. • Partner closely with Sales & Revenue Leadership on renewals, expansions, and customer segmentation. • Build a metrics-driven Customer Success organization, with clear dashboards, forecasting, and accountability. • Recruit, develop, and retain top Customer Success leadership and frontline talent.

• Partner closely with customers during their adoption phase to understand their accounting and financial workflows • Solve complex, often ambiguous customer challenges using strong analytical judgment • Build and review financial models to support customer use cases • Translate complex accounting concepts into clear, actionable guidance • Communicate effectively with stakeholders across finance and operations • Serve as a trusted problem-solver and subject matter expert

• Serve as the primary relationship owner and strategic lead for specific employer clients throughout the entire client lifecycle, building strong and lasting relationships based on mutual trust and alignment of expectations • Drive and manage the implementation of Carrum Health’s solution at employers, including initial deployment, activation of new Centers of Excellence, upsell of additional bundled procedures, and contract renewal • Be motivated to attain measurable goals for each of your employer clients including satisfaction, utilization, retention, and expansion • Partner with Carrum’s Marketing team and our employers to relentlessly drive member engagement. Manage the planning, execution and measurement of traditional and innovative tactics to improve utilization including but not limited to: • Employer channels including benefits communications and in-person events • Direct communication campaigns to eligible members • Steerage through plan design changes and incentives • Other solutions across the benefits ecosystem (e.g., medical carriers, navigation services, second opinion programs) • Develop a firm grasp on the key levers that influence utilization by gaining an in-depth understanding of our employers and their populations, studying the correlation between engagement tactics and results • Deliver clear and compelling reports and presentations to clients that represent our impact while making recommendations and identifying action plans aligned with client goals and objectives • Manage complex operational matters including scope of services enforcement, payment processing and business reporting for internal and external performance measurement • Identify and execute strategies to streamline processes and increase operational efficiency through scalable implementation and account management workflows and reporting tools • Contribute to product roadmap planning by identifying enhancements/defects and clearly communicating specs to the Technology team ensuring successful delivery and resolution • Collaborate closely with Carrum’s Sales, Operations and Technology teams