• Client Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of our products. • Customer Support: Address customer inquiries and issues promptly and effectively, providing solutions and guidance. • Relationship Management: Build and maintain strong, long-lasting relationships with clients, understanding their needs and helping them succeed. • Product Knowledge and Training: Conduct training sessions and webinars to educate customers on the best practices and features of Joist AI, and work closely with our product development team to understand our services and value propositions. • Feedback Loop: Gather customer feedback and work closely with our product team to drive continuous improvement. • Performance Tracking: Monitor customer usage and success metrics to identify areas for growth and improvement. • Proactive Outreach: Regularly check in with customers to ensure they’re getting the most out of our products and services.

• Own the success and performance of Aspire’s Enterprise and Strategic customer segment, ensuring customers consistently realize meaningful value from the platform. • Lead a team of Enterprise CSMs responsible for proactive account management, executive engagement, and outcome-driven adoption strategies. • Serve as a trusted escalation point for complex customer situations, partnering with customers and internal teams to resolve issues quickly and effectively. • Hire, onboard, develop, and retain a high-performing team of Enterprise CSMs. • Foster a culture of trust, ownership, and continuous improvement where team members feel supported and challenged to do their best work.

• Engage, retain and expand your designated BOB • Develop and maintain close relationships with your clients to ensure that we are meeting and exceeding their expectations across all STAT service offerings • Maintain frequent contact with your portfolio of clients (approx. 50 accounts) on a regular basis (anywhere from daily, weekly or monthly touch points) depending on service scope via email, phone, and Zoom • Ownership of the client journey from the Sales > CX handoff and corresponding engagement, retention, expansion and revenue impact • Detailed internal account management, organization, and communication, along with service execution & monitoring to ensure value, retention, and excellent client experience • Cross collaboration with internal departments (Sales/Dev/Analysts/Product) to ensure a fluid client experience along with the execution of all client requests, questions, needs, and business goals spanning multiple retailers • Identify opportunities where we can provide additional value-add services to our clients and internally work with relevant departments to execute

• Own and drive Customer Success’s most critical operational and strategic initiatives end-to-end. • Optimize processes, workflows, and systems to ensure scalability while maintaining a high-quality customer experience. • Lead training and onboarding programs for Customer Success Managers to drive consistency and excellence. • Identify, implement, and optimize tools that improve efficiency and visibility across Customer Success (e.g., CRM and CS platforms). • Establish forecasting and demand planning models to ensure appropriate resourcing. • Define, track, and report on key performance metrics to measure Customer Success effectiveness and outcomes. • Ensure data integrity across systems to support accurate reporting and decision-making. • Manage and develop a world-class team of Customer Success Operations leaders, fostering a collaborative and high-performing culture. • Partner cross-functionally to define strategy, prioritize initiatives, and drive alignment across the organization.