• Work with users and subject matter experts to clearly understand and define their challenges, problems, motivations, triggers, and aspirations • Become an expert in and help to continually shape and refine LMI's customer success methodology • Drive the customer engagements for customers in your portfolio, understanding each customer's needs and challenges • Ensure customers are technically healthy and on the most recent version of our product • Identify criteria for assisting your customers by using Success Plays in the Success Platform • Promote LIGER Tool customer success stories and processes • Ensure that customers obtain the maximum value from their LIGER tool investment and use their licenses • Work with LIGER teams to improve product adoption and increased footprint • Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem • Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes • Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs.

• Oversee the entire customer journey from onboarding through renewal, ensuring practices that maximize usage across all product segments. • Develop standard onboarding procedures (SOPs) to accelerate time-to-value and deepen engagement. • Collaborate with customers to create account development plans (ADPs) outlining objectives, utilization milestones, and measurable growth targets. • Monitor customer health by leveraging analytics and feedback to detect early warning signs and take proactive measures that prevent churn. • Act as the central liaison between departments, anticipating needs, clarifying priorities, and removing roadblocks to safeguard customer outcomes. • Lead Quarterly Business Reviews (QBRs) that showcase achievements, gather insights on evolving requirements, and reinforce the value of Bitwarden solutions. • Proactively pinpoint expansion opportunities with Account Executives, offering targeted recommendations and account analyses to drive additional revenue. • Collaborate with Product and Engineering teams to incorporate customer insights and observations, shaping feature decisions, influencing roadmap priorities, and ensuring solutions that align with evolving customer needs. • Champion a client-centric, product-driven mindset by continually refining processes, leveraging data insights, and endorsing enhancements that elevate the overall user experience. • Furnish leadership with concise, actionable updates on high-impact customers—spotlighting usage trends, success milestones, and emerging concerns. • Maintain deep expertise in Bitwarden offerings and industry trends, delivering forward-looking counsel to strategic clients.

• Build strong relationships with clients to become a trusted partner & advisor in supporting the mental health of client populations through utilization of Big Health’s products and offerings. • Manage and resolve day-to-day customer inquiries including eligibility, support of enrollment marketing materials, invoicing, member support inquiries, and workflows. • Support implementations and customer operations by actively managing action items and responding to client communications in a timely manner. • Identify opportunities to help clients expand engagement of our products within their populations. • Generate, customize, and analyze client level reporting. Reporting support may include reporting on small and mid-sized clients around member engagement and clinical outcomes. • Become a product expert and internal champion for clients as we improve our products.

• Own a portfolio of accounts across the full customer lifecycle: onboarding, adoption, value realization, renewal, and expansion • Deliver customer training and education on the DoiT console • Build deep and healthy relationships with key customer stakeholders (CFOs, FinOps leads, engineers, cloud architects) to align our solutions to their business goals • Identify risk utilizing health scores, product usage, and customer sentiment and create mitigation plans in collaboration with DoiT Account Managers, Technical Account Managers, and leadership • Evaluate and analyze customer needs and share information with the DoiT organization and your manager • Build trust and transparency with customers and act as a customer advocate (operate as the “voice of the customer”) • Escalate problems and customer feedback more generally, to the engineering team, product managers, and other departments • Maintain a detailed understanding of DoiT’s products and services and customer use cases to advise customers on how to leverage Doit solutions more effectively