As a Client Success Manager (CSM), you will play a pivotal role in ensuring clients achieve their desired outcomes from our products and services. You will be responsible for ensuring client programs have established delivery teams, program and project plans, and for successful project and program delivery in accordance with scope of work. The CSM is also responsible for establishing strong relationships, driving service delivery, and fostering client loyalty. Your primary goals include maintaining project and program health, delivering measurable value to clients, securing contract renewals, and uncovering opportunities for account expansion.********Preferred location: East Coast/Mid West or able to work East Coast hours****

• Provides leadership to our ANZ coaching team of 4 to meet KPIs and support business goals. • Oversee ANZ onboarding process and mentor Success Coaches for better customer outcomes. • Work with “At Risk” customers to ensure they see value from their investment in Timely. • Identify opportunities for revenue growth through payments adoption or plan upsell. • Develop and execute feature adoption plans that add value to both Timely and customers. • Coach customers through their first 30 days to embed Timely in their salon. • Ensure staff in customers’ salon are trained on Timely to enhance client experience.

**Core Responsibilities (with percentage allocations)** Client Relationship Ownership & Retention – 30% - Build and maintain strong, trusted relationships with key client stakeholders. - Own client escalations end-to-end, resolving issues with urgency and accountability. - Conduct proactive client check-ins during critical lifecycle moments. - Ensure consistent communication standards with zero missed client touches. Team Leadership & Coaching – 25% - Lead, coach, and develop Client Success Managers and Talent Success Managers. - Conduct regular 1:1s, performance reviews, and coaching sessions. - Set and enforce expectations for white-glove service and extreme ownership. - Uplevel team capability to anticipate and resolve issues before clients escalate them. Talent Performance & Retention Strategy – 15% - Partner closely with Talent Success to ensure placed talent performs and grows. - Develop engagement and retention strategies within client organizations. - Ensure rapid replacement processes with a maximum one-week lag when churn occurs. Account Growth, Upselling & Advocacy – 15% - Identify and execute upsell opportunities within existing client accounts. - Drive referrals, testimonials, and case study participation. - Build internal champions within client organizations to support expansion. Metrics, Systems & Operational Discipline – 10% - Monitor account health trackers daily with zero missed client interactions. - Own internal health scores, NPS, retention, and expansion metrics. - Ensure clean, accurate, and reliable reporting across all accounts. Cross-Functional Collaboration – 5% - Partner with Recruiting, Sales, and Marketing leadership teams. - Align on account health, delivery capacity, and growth opportunities.

• Be the champion and own a strong relationship with each talent in your book — assuring they are driven, packed with resources, and armed to be successful. • Run all talent touches once they are chosen by clients • Build and maintain up-skilling programs—tailored to individual and client needs • Manage their areas of responsibilities as well as KPI’s to track their performance • Facilitate and lead talent onboarding bootcamp and trainings. • Track PTO days and talent attendance issues • Respond to all talent questions and messages on the same day • Document all talent communications, NPS scores, risk levels, and development plans in our systems • Escalate issues or red flags proactively • Capture talent referrals and opportunities to provide more talent to the clients