• Support the development and execution of a comprehensive customer success strategy that drives partner retention, expansion, and member engagement across all CloseKnit service lines • Establish success metrics and KPIs that demonstrate value to health plans, employers, and health systems • Partner with Business Development to ensure smooth transitions from sales to implementation and create feedback loops that inform go-to-market strategy • Build business cases and ROI frameworks that quantify CloseKnit's impact on healthcare costs, quality measures, and member satisfaction • Drive member activation, engagement, and cross-utilization strategies across virtual primary care, behavioral health, and advocacy services • Collaborate with clinical and product teams to optimize member experience and remove barriers to care access • Establish processes for capturing and sharing member success stories that demonstrate CloseKnit's integrated care model • Lead initiatives to improve health equity and reach underserved member populations • Create playbooks, tools, and training programs that enable the CS team to deliver consistent, excellent partner experiences • Foster cross-functional collaboration with Clinical Operations, Product, Data & Analytics, and Marketing teams • Partner with Data & Analytics to develop dashboards and reporting that track partner satisfaction, member utilization, clinical outcomes, and financial performance • Translate complex healthcare data into compelling narratives for diverse audiences, including C-suite executives, health plan medical directors, and HR leaders • Identify trends and insights from partner feedback that inform product development and operational improvements

• Own the client experience during estate plan delivery • Serve as primary point of contact for clients throughout the estate planning process • Coordinate scheduling between clients and attorneys • Triage questions and route to appropriate teams promptly • Proactively communicate status updates and next steps • Identify and resolve friction points before they become complaints • Support onboarding of new users within partner firms

• Own the relationship with Nevis’ actual daily users, from onboarding to power-user award. • Build processes and tools to monitor and drive engagement with our products. • Research all the possible ways in which Nevis works and does not work for our customers. • Document and introduce new products and features to customers. • Collect, structure and deliver insightful product feedback to stakeholders. • Provide relevant insights to help founders and team prioritize at all levels.

• Serve as a liaison between business stakeholders and technical implementation: assist with defining and scoping requests. • Perform enhancements, automation, and development within Salesforce: adjust system logic, build complex flows, expand modules, and refine existing functionality for better scalability. • Build and maintain dashboards, reports, and other visualizations to support business insights, as well as validation rules to ensure data quality. • Produce both technical documentation (code, system behavior, integration points) and process documentation (how the business uses Salesforce, workflows, etc.). • Review the current state of Salesforce setup to identify gaps, inefficiencies, or risks; provide recommendations to set up better long-term scalability and success. • Handle day-to-day requests: bug fixes, small enhancements, and questions from users. • Admin responsibility: reviewing/administering structure, permissions, etc.