• Own the success of Gladly customers in achieving the value of relationship-based customer service using the Gladly platform. • Build lasting relationships through consistent engagement with customer executives and managers to instill understanding of product vision, value proposition and features. Proactively engage clients to drive product adoption and optimal product experiences. • Partner with Sales Account Executive to develop and execute on account plans, ensure alignment within Gladly teams on account strategy. Develop & maintain relationships with other key internal customer champions, including engineering, product and marketing leadership to help strategically guide the direction of the product based on voice of the customer feedback. • Serve as a product expert for customers, including deployment best practices as well as configuration of product settings/rules to address customer business and technical needs. • Act as a strategic advisor with the ability to make recommendations on how to best leverage the Gladly platform as well as improve processes that may fall outside of the contact center. • Resolve account issues quickly, leveraging resources from across the company as needed. • Contribute to Gladly's Customer Success program development, strategic planning, and customer engagement approach to drive consistency and scale as the company grows. • Participate in pre-sales activities with prospective customers such as meetings, workshops, and webinars.

• Own a portfolio of clients across Asset Management, Hedge Funds & Investment Banks from onboarding to renewal, with targets and KPIs for retention, engagement, and cross selling/upselling • Own and nurture decision maker relationships ranging across Head of Fixed Income, Head of Research and Senior Partner/ PM profiles • Own client communication and resolve inquiries and escalations with autonomy • Own and run business reviews (EBR’s) and other strategic meetings with clients • Manage onboarding and some application training; conduct client demonstration sessions designed to address the individual needs of the user with a consultative approach to drive engagement • Work collaboratively with senior management to strategise account retention and growth opportunities • Uncover and mitigate any risk that threatens clients’ growth, satisfaction, or renewal; develop and execute risk mitigation plans • Transform clients into evangelists to take part in fireside chats and case studies • Be the voice of your clients internally, driving product improvements and contribute to process creation and improvements • Be comfortable with engaging a broad set of stakeholders across the client lifecycle

• Lead and oversee customer engagement, consulting and/or analytics projects from inception to completion, ensuring timely delivery and high-quality outputs. • Develop and maintain strong relationships with customers, understanding their needs and translating them into actionable analytics solutions. • Collaborate and provide expert guidance to the product, engineering and data science teams, fostering a culture of continuous learning and improvement. • Ensure the alignment of analytics projects with business value. • Monitor project progress, manage risks, prioritize actions, and ensure adherence to budgets and timelines. • Present findings and recommendations to senior management and customers, effectively communicating complex data insight resulting in business value. • Develop strategy and lead execution of customer engagement extensions and renewals. • Stay updated with the latest trends and technologies in data analytics and apply them to improve our software. • Work with customers to gather software requests and prioritize backlog with product teams.

• Drive client growth and engagement: Manage the end-to-end client lifecycle for a growing portfolio of partnership customers — lead implementation, foster employee engagement, and continually demonstrate and expand Sword’s value. • Lead and optimize implementation projects: Define, coordinate, and oversee project timelines, ensuring milestones are met with precision and serving as the primary point of contact to ensure seamless, growth-oriented post-sale experiences for new clients. • Cultivate strategic, growth-focused relationships: Build and deepen trusted partnerships with customers, fully understanding their goals and working to surpass clinical and economic outcomes that align with expansion potential. • Own and evolve a high-impact area of Sword’s Customer Success: Shape strategic initiatives that drive growth, continuously refining team playbooks, renewal planning, and account expansion strategies. • Deliver actionable insights and growth metrics: Provide clients with quantitative and qualitative data through impactful reporting, regular strategic meetings, and annual business reviews to showcase Sword’s ongoing impact and uncover further opportunities. • Develop and execute growth-oriented account plans: Assess total account potential, establish clear growth goals and milestones, and recommend strategic investments to maximize client value and expansion.