• Serve as the primary relationship owner for a portfolio of enterprise-level clients and develop trusted partnerships to understand investment objectives, operational priorities, and value creation strategies • Anticipate evolving needs and identify opportunities for revenue expansion through product and/or service add-ons • Track and monitor client health indicators to ensure high quality experience and long-term retention • Work cross-functionally to identify opportunities to standardize technology, reporting frameworks, and best practices across multiple portfolio companies • Maintain visibility into portfolio activity and proactively engage client base through strategic business reviews • Prepare and deliver regular business reviews with executive stakeholders and portfolio company leadership • Provide strategic recommendations aligned with portfolio growth, operational maturity, and investment timelines • Ensure a seamless transition from implementation to post-live team structure and ensure adoption and retention protocols are in place • Conduct regular cadence check-ins with stakeholders across a portfolio of clients and portfolio companies • Identify opportunities and upsell across an enterprise client book of business ensuring alignment on client business goals and technology • Partner closely with Implementation, Sales, Marketing, and Product teams to ensure alignment of client priorities

• Be the primary point of contact for the Machinio System Existing Client Support initiative for dedicated accounts. • Manage the support inbox and phone line for dedicated accounts, ensuring timely and professional responses. • Handle technical inquiries, troubleshoot, and escalate complex issues when necessary. • Conduct periodic check-ins to assess client satisfaction, encourage product usage, and address concerns proactively. • Deliver phone and video explanations, lead occasional training sessions, and create learning materials to support clients. • Follow up on late payments, while learning and applying effective client retention strategies. • Assist clients with updates, issues, and questions related to their Machinio System-powered website designs. • Gather client feedback and testimonials to support marketing and product improvement efforts. • Participate in weekly collaboration sessions with the Team Lead to brainstorm solutions.

• Own a book of business of small to medium customers and drive those customer relationships through a team-based approach throughout the entire customer lifecycle. • Responsible for the comprehension and delivery of customers’ goals as it relates to PersistIQ services, and ensuring that the goals and success criteria are aligned to the services we provide. • Act as a liaison to PersistIQ’s Account Management Team on behalf of your customers. • Lead all retention efforts, including renewals, mapping of risks, cancellation requests and others for each client. • Assist customers with any escalated issues and questions pertaining to their service agreement, the PersistIQ tools and any other topics on their relationship with PersistIQ. • Understand our customer satisfaction measures. • Execute on our Customer Success engagement model, inclusive of account management, success planning, retention, and cross-sell/up-sell initiatives. • Expand revenue in existing accounts by working to identify/develop upsell opportunities and increase the average customer lifetime value. • Monitor and improve individual performance to ensure team members are providing an optimal customer experience and achieving internal goals. • Collaborate with our Product team to improve the user experience. • Help drive customer reviews and case studies. • Other duties as assigned.

• Drive Net Revenue Retention (NRR) through renewals, price uplift, expansion, and churn reduction • Ensure fast, high-quality time-to-value (TTV) through onboarding, education and training • Build a scalable, data-driven Customer Success model aligned to customer segments • Translate customer outcomes into predictable growth and long-term value • Deliver fast, quality customer support measured with OTD and FTR • Lead renewal strategy in partnership with Sales, including risk identification and mitigation • Bring sophisticated management and problem-solving skills to customer escalations, leading to the best possible resolutions • Establish proactive customer health scoring, success plans, and executive engagement motions • Own the end-to-end customer onboarding experience, from handover to go-live • Reduce time-to-value through standardized onboarding frameworks and success milestones • Work actively with Sales and prospects, guiding them on difficult implementation, technical, security, and infrastructure related questions around TraceGains solutions. • Own the customer training strategy, including onboarding, adoption, and advanced enablement • Build customer self-help content that accounts for learning preferences, improving customer experience and reducing TraceGains delivery costs • Lead and scale global customer support operations, delivering timely, high-quality issue resolution across all channels while consistently meeting SLAs, CSAT, and operational performance targets • Define and continuously improve support processes, systems, and knowledge assets, driving efficiency, consistency, and proactive issue prevention in close partnership with Product and Engineering • Have integrity, trust, and honesty: ability to fully engage in positive conflict of ideas and then fully committing to the course of action even if there is not 100% consensus • Lead, coach, and develop high-performing teams across his/her organization