• Own and manage post-sales customer relationships, driving platform adoption, customer satisfaction, and on-time renewals. • Build strong relationships across all customer levels, from end users to IT leaders and senior executives. • Establish trusted advisor status by understanding customer business goals and strategically positioning solutions to meet their needs. • Maintain an accurate view of customer health using usage metrics, engagement data, and regular interactions. • Monitor health scores and proactively take action to maintain or improve account health. • Partner with customers to define critical goals and KPIs, and review progress at regular intervals. • Analyze customer data and platform usage to identify opportunities to enhance the customer experience and deepen adoption. • Maintain consistent communication throughout the customer lifecycle, escalating risks or issues as needed. • Create enthusiasm and momentum with clients to support expansion and long-term engagement. • Proactively uncover new ways customers can extend their use of the platform to solve evolving business challenges.

• Develop and execute a holistic omni-channel CRM strategy • Own end-to-end CRM process oversight • Design and execute multi-channel campaigns • Own the definition, extraction, and validation of CRM audiences • Lead omni-channel segmentation strategies • Develop and manage the omni-channel customer lifecycle • Partner with property and omni marketing teams • Define and track KPIs • Provide creative direction and performance feedback • Maintain a structured quality assurance process • Act as the central point of coordination across omni, CRM, analytics, and gaming teams • Leverage A/B testing, behavioral insights, and predictive analytics to refine CRM tactics

• Serve as the primary Customer Success Manager for a defined set of customers, developing strong, trusted relationships and acting as the main point of contact for ongoing success. • Demonstrate the ability to articulate best practices in workflow design and product usage, and effectively share that knowledge with both customers and Customer Success team members. • Ensure customers are realizing value from all DO software product lines through effective adoption and optimized use within clinical and administrative workflows. • Understand customer goals, workflows, and operational challenges, and align software usage to support measurable outcomes. • Proactively identify adoption gaps, usage risks, and opportunities for workflow optimization, and work with customers to address them. • Partner with internal teams—including project management, onboarding, professional services, product management, and support—to resolve issues, escalate risks, and improve the overall customer experience. • Translate customer feedback and real‑world workflow insights into actionable input for product and internal stakeholders. • Provide advanced guidance to customers on best practices for using ARIA and Eclipse across clinical and administrative use cases. • Act as a mentor and resource for other Customer Success Managers, helping them develop and maintain proficiency in ARIA and Eclipse. • Support onboarding and ongoing training of Customer Success team members related to ARIA and Eclipse workflows, use cases, and value positioning. • Develop and contribute to enablement materials, best practices, and reusable guidance to support consistent, high‑quality customer engagements.

• Drive product, contact and creative strategies to develop and implement large scale CRM campaigns optimized using machine learning, predictive modeling, and personalized content. • Manage and execute the marketing campaign process from initial request submission to deployment with a focus on outbound marketing channels (e.g., email, SMS, push). • QA of touchpoints, personalization elements, any dynamic content, etc. • Campaign build and deployment. • Design and implement A/B and multivariate tests that yield continuous improvements to our fan strategies and lift conversion rates. • Optimize lifecycle CRM campaigns (e.g., onboarding, reactivation) using insights and analytics along with automation tools to increase fan LTV. • Extracting key insights and learnings for future optimization and template efficiency. • Collaborate with internal stakeholders, partners, and vendors to build the most effective campaign strategies to meet performance targets.