• Manage a portfolio of strategic enterprise healthcare customers post-deployment, serving as a trusted long-term partner. • Develop and execute outcome-driven success plans aligned to customer goals around safety, asset visibility, operational efficiency, and return on investment (ROI). • Build strong relationships across clinical, operational, IT, and executive stakeholders. • Guide customers through post-go-live adoption, optimization, and expansion, ensuring sustained value realization. • Proactively identify risks and opportunities, resolve issues, and coordinate internally to maintain high customer satisfaction. • Partner with Sales and Customer Success leadership to support renewals, expansion, and long-term account growth. • Contribute to the ongoing evolution of Kontakt.io’s enterprise Customer Success practices, with a focus on consistency, scalability, and ROI-driven outcomes. • Help establish and refine repeatable processes for adoption, retention, expansion, and value measurement. • Translate complex customer data and outcomes into clear ROI narratives, best practices, and playbooks for the broader CS organization. • Provide input on processes, tools, and workflows that improve team efficiency and customer impact. • Work closely with Sales, Product, Technical Account Services, Hardware Operations, and Marketing to deliver cohesive post-deployment customer experiences. • Serve as the voice of the customer, sharing insights that inform product direction, roadmap decisions, and ROI-focused improvements. • Collaborate on initiatives that support measurable ROI, adoption, and long-term customer value.

• As the VP, Customer Success, you will set the vision and strategy for our global Customer Success function, scaling a team that drives adoption, retention, advocacy and growth across Pindrop’s customers. • You’ll be accountable for customer health at scale, while serving as an executive sponsor for key customers, a senior escalation point and a key partner to Sales, Product and Marketing. • Define and execute annual and multi-year vision and operating model for Customer Success at Pindrop that drives value realization for all customers. • Understand what drives ARR retention as well as root causes of churn and compression. Drive mitigation strategies for customer-specific situations as well as patterns that impose on net dollar retention. • Lead the execution of proactive measures that prevent risk. • Build, develop and inspire high-performing, globally distributed teams including the Customer Success Managers (CSM), Fraud & Authentication Consulting Team (FACT) and Center of Excellence (CoE). • Design and optimize processes, tools (e.g., Gainsight, Tableau, Glean, ChatGPT, etc.) and playbooks to scale customer impact and establish clear standards that promote service consistency.

• Monitor the customer base and identify upsell and cross-sell opportunities • Create and maintain account expansion plans (account plans) • Execute contact cadences focused on value and outcomes • Map signals of opportunity from data, customer needs, and customer maturity • Build proposals in partnership with Sales and Operations teams • Work with expansion KPIs, churn prevention, and the base pipeline

• Drive the implementation process from start to finish, ensuring quick setup, clear communication, and immediate value delivery. • Collaborate cross-functionally with Sales, Product, and Tech to align on timelines, handovers, and technical requirements. • Partner with healthcare professionals to support adoption, understand their goals, and co-create strategies that deliver real outcomes. • Translate usage data and clinical impact into tangible value aligned with each organization’s KPIs. • Lay the groundwork for renewals and future transition plans starting in month 6: identifying key stakeholders, timelines, and potential risks. • Enable long-term continuity, reinforcing the strategic fit of our solution and its ongoing contribution to clinical and operational goals. • Scale with efficiency, managing a high volume of projects without compromising on quality, while continuously improving processes and sharing best practices.