• Build and manage strong relationships with customer executive stakeholders (up to C-level) • Own overall customer health including contract renewal rate and gross revenue retention for your customers • Assess customer health accurately, create and lead mitigation plans to improve customer health, and escalate for help needed as required • Provide proactive engagement, both in-person and remotely, with assigned customers throughout their post-sale experience with Zilliant • Create annual joint success plans with customers to outline their outcomes, objectives, metrics, and timelines; identify and remove any barriers to the customer’s success plan completion • Plan, prep, and deliver quarterly business reviews with our customer executives and decisions makers • Understand your customer’s operations, industry, and business strategy and advocate for the best way for Zilliant to support their business goals • Develop expertise in Zilliant solutions, the business outcomes they facilitate, and the strategies and key capabilities customers must leverage to achieve those outcomes • Conduct as needed workshops with customers to understand their current operations and recommend workflow, process, or adoption changes to maximize value from their Zilliant products • Drive account expansion by identifying new opportunities and involving appropriate sales resources

• Develop and maintain long-term relationships with stakeholders in your account portfolio. • Work with your account teams to plan and execute long term plans to facilitate retention and growth via product and new business unit expansion. • Support initial onboarding of accounts with customers, ensuring strong adoption/ROI and ongoing engagement throughout the customers' lifetime. • Serve as product, company, and industry ambassador while educating prospects and customers on the ProcessUnity capabilities. • Work cross-functionally with Product, Sales, Marketing, Professional Services, Customer Support, and other teams to resolve customer business issues and work towards their stated goals. • Manage customer feedback and product needs by providing feature requests to internal partner teams. • Conduct timely quarterly, bi-annual and annual Business Reviews to ensure customers optimize our product, issues are resolved proactively, and customer goals are met. • Evaluate and mitigate risk for each customer and proactively address any concerns to avoid lost business and ultimately drive retention. • Identify and prioritize product updates that reflect customer requests, industry and competitor trends and report to key stakeholders. • Provide insight and relay the voice of the customer with internal teams, including Sales, Services, Marketing, Product, Customer Support, Operations, Finance and Engineering. • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth. • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. • Drive renewal and revenue growth through increased product adoption and increased usage.

• Own the strategic relationship with a portfolio of high-value Fortune 500 clients • Serve as the main point of contact post-sale, ensuring alignment with client business objectives • Act as a strategic advisor and tactical partner, guiding clients through platform optimization and maturity • Drive platform adoption, ensuring clients realize measurable business value • Proactively identify opportunities for Ontic to solve additional pain points and help clients scale their protective intelligence programs • Build success plans, map value drivers, and track ROI to strengthen business cases for renewal and growth • Lead high-level business reviews and success planning sessions with senior executives and cross-functional stakeholders • Challenge clients thoughtfully when needed—presenting data, trends, and best practices that guide better outcomes • Forecast, manage, and own renewals, ensuring seamless continuation of service • Partner with Sales to identify expansion opportunities and co-create account growth strategies • Track account health signals and proactively mitigate risks to retention • Serve as the voice of the client internally, influencing product roadmaps, service offerings, and strategic initiatives • Collaborate with Product, Engineering, Sales, and Marketing to ensure a coordinated approach to client satisfaction and innovation • Contribute to scaling internal systems and workflows (e.g., SFDC, JIRA, Pendo) to drive efficiency and repeatability • Help define and refine playbooks, onboarding frameworks, and client communication models

• End-to-End Ownership: Own the entire customer lifecycle; from onboarding and technical adoption to renewals and expansion, ensuring clients achieve their business goals. • NDR Growth: Drive Net Dollar Retention (NDR) across your portfolio by identifying usage growth opportunities and leading expansion strategies. • Customer Advocacy: Act as the voice of the customer internally, working with Product and Engineering to prioritize features that solve real-world lending challenges. • Strategic Insights: Use data and critical thinking to anticipate risks, identify "signal" in customer behavior, and guide long-term strategy. • Cross-Functional Collaboration: Partner with Sales to unblock complex deals and with Delivery to ensure seamless integration of our Rails of Lending (RoL) platform. • Relationship Architecture: Build high-trust, C-level relationships through high-touch engagement and in-person visits to key partners across LatAm. • Process Scaling: Contribute to the "playbook" for the CS function, improving standards and processes as the company grows.