• Support Vheda’s Client Services team in researching, scheduling, planning, executing, and managing day-to-day tasks. • Efficiently coordinate project requirements, timelines, deadlines and follow-up to ensure timely and successful project completion. • Participate in client status calls, capture meeting notes, and update status reports regularly. • Develop an extensive understanding of Vheda’s service offering, demonstrating the ability to articulate and position these solutions within existing and potential accounts. • Prepare agendas for client meetings and related account administration. • Track, monitor, and generate monthly reports. • Conduct thorough research on clients, state initiatives, competitors, and industry trends to provide valuable insights and support informed decision making. • Help facilitate seamless collaboration, contributing to the team’s overall success and effectiveness. • Partner seamlessly with internal departments such as clinical services, operations and analytics to ensure coordinated efforts in meeting client expectations.

• Own and proactively manage a defined book of business, with tailored engagement strategies by account tier (Tier 1: Strategic, Tier 2: Growth, Tier 3: Nurture) • Serve as a primary partner for value realization, business alignment, and client advocacy – not transactional support or sales fulfillment • Establish trusted relationships with client stakeholders by demonstrating industry expertise, business acumen, and a relentless focus on client outcomes • Deliver structured, cadence-based engagement (Quarterly EBRs for Tier 1, semi-annual check-ins for Tier 2, and scaled touchpoints for Tier 3) • Build and maintain value roadmaps that showcase client progress and expansion potential • Protect and grow recurring revenue by proactively identifying and mitigating churn risks using health indicators, usage data, and qualitative insights • Drive net retention and revenue preservation outcomes through client advocacy and issue resolution • Collaborate cross-functionally to resolve escalations quickly and comprehensively • Identify and communicate proactive opportunities to reduce future issues and escalations • Consistently deliver high CSAT/NPS by focusing on measurable client outcomes • Increase share of wallet by surfacing qualified expansion opportunities (new products, services, licenses) • Partner with AMs and Sales to influence expansion revenue while maintaining CEM accountability for opportunity identification and qualification • Track and improve revenue per client by monitoring adoption, product utilization, and business alignment • Maintain up-to-date CRM records and client success platform data (health scores, sentiment, touchpoints, roadmaps) • Track and report progress against KPIs, demonstrating tangible impact on retention and growth

• Lead all post-sales activities for Vanta’s upmarket customers through onboarding, implementation, product expertise, renewal and identify upsell opportunities. • Carry a BoB of ~50 customers ranging 401 to 2000 employee accounts. • Partner with Account Managers to drive renewal and expansion opportunities within your book of business. • Act as the voice of the customer within Vanta. • Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines. • Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP and Custom Frameworks), Trust Reports, and Risk Management solution. • Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform. • Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansion, and advocacy. • Influence Vanta’s strategy and product priorities to drive adoption and retention by being the voice of the customer. • Work cross-functionally to resolve customer business issues and work toward mutual goals.

• Partner with our customers to achieve their Talent / Workforce and Business goals, by driving adoption with Hiring Managers and ensuring they see value with the Lifted offerings • Provide expert consultation and training on Workforce talent sourcing/management, integrations (SSO, HRIS, etc), Lifted product configurations, Lifted Talent network, and best practices within the context of customer-appropriate workflows • Build and execute on Customer Success Plans outlining customer approach to maximizing value of the Lifted offerings (ensure Healthy customers) • Proactively build trusted relationships and maintain continuous engagement with Hiring Managers to drive increased adoption of Lifted offerings (expansion with existing users); including weekly, monthly and QBR meetings with appropriate stakeholders • Internally, own retention and churn mitigation of existing spend, including an internal Forecast, and partner with Sales on the expansion/growth motion • Actively participate in full Product feedback loop - provide thoughtful customer-driven product feedback to R&D teams, and represent Product roadmap and vision to the customer • Work closely with cross-functional partners like Sales, Professional Services, Talent Services, Support, Marketing, Product, Engineering, Implementation, Solution Architects, User Research • Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations, etc