• Lead the development and implementation of regional customer success strategies, ensuring alignment with global objectives and local market needs. • Drive adoption, expansion, and retention efforts, leveraging data-driven insights to optimize outcomes across the region. • Strategize with CS leadership and Sales RVP across assigned region. • Deliver deep and actionable internal QBRs to CS and Sales Leadership. • Serve as a customer-facing leader, establish and nurture senior and executive-level relationships with key decision-makers and influencers across the customer base, promoting mutual success and long-term partnership across your region. • Oversee a diverse portfolio of strategic and complex customer accounts, ensuring high satisfaction, reference-ability, and retention. • Direct, mentor, and develop a team of Senior Managers and Customer Success professionals. • Proactively identify and mitigate risks to customer satisfaction, growth, and renewal. • Monitor and report on regional performance against key metrics to senior leadership, providing actionable insights and recommendations for continuous improvement.

• Client Relationship Management: Develop and maintain strong, positive relationships with a portfolio of assigned customers, serving as their primary point of contact and advocate within Instructure. • Onboarding & Adoption: Guide new and existing customers through successful onboarding processes, ensuring seamless implementation and initial product adoption. • Proactive Engagement & Value Realization: Regularly engage with customers to understand their evolving needs, identify opportunities for product optimization, and demonstrate the ongoing value of Instructure solutions through business reviews and strategic discussions. • Risk Mitigation & Issue Resolution: Proactively identify potential risks to customer satisfaction and retention, working collaboratively with internal teams (support, product, sales) to address and resolve issues promptly and effectively. • Renewal & Expansion: Partner with sales teams to ensure high rates of customer retention and identify opportunities for upsell and cross-sell of additional Instructure products and services. • Product Expertise: Maintain a deep understanding of Instructure's product suite, including new features and functionalities, to effectively educate and advise customers. • Customer Feedback & Advocacy: Gather customer feedback and insights, communicating them to internal product and development teams to drive continuous improvement. Act as a customer advocate within Instructure. • Strategic Planning: Collaborate with customers to develop and execute strategic plans that align Instructure solutions with their organizational goals and objectives.

• Review and refine AI-generated outputs related to customer success, client engagement, support processes, and practical aspects of customer management • Evaluate AI responses for accuracy, practicality, and compliance with real-world requirements • Draft realistic customer scenarios based on your direct professional experience • Create scenario variations from different perspectives (e.g. customer success manager, client, support team, or stakeholder) • Identify gaps, oversights, or weak reasoning in AI-generated customer success content

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them. Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself. As a Premier Brokerage Associate, you will take inbound calls, from new and existing Empower clients, on all retail products and account types. You will have the expertise to provide exceptional service and support to clients, and be a subject matter expert with Empower’s systems and platforms. This role has an expected start date of May 04, 2026. Schedule will vary by time zone. Candidates must be available to work the following Monday - Friday schedule for their location: Eastern Time (ET): 11:30 a.m. - 8:00 p.m. Central Time (CT): 10:30 a.m. - 7:00 p.m. Mountain Time (MT): 9:30 a.m. - 6:00 p.m. What you will do - Provide exceptional service and support to Empower’s retail customers while effectively explaining concepts in an easy-to-understand manner - Assist clients with trading of Equity, ETF, Mutual Fund, Options and Fixed Income securities in an inbound call center setting - Manage a wide array of service requests including account opening, asset movement, facilitating trades, and maintenance needs on Empower’s retail products - Deliver an efficient and responsive client experience by taking ownership, delivering accurate information and initiate proactive follow up - Demonstrate knowledge of Brokerage transaction and regulatory requirements including Corporate Actions, Exchange Rules, Suitability, and Tax Implications - Uncover leads and opportunities to hand off to the Retirement Advisor Team and drive new business opportunities What you will bring: - Active FINRA Series 7 and Series 63 required - FINRA fingerprinting required - 2+ years of customer service experience, preferably in financial services or a high-volume inbound call center environment - Knowledge of equities trading ,fixed income, and options What will set you apart: - Retail, IRA and/or 401K customer service, and past brokerage and mutual fund trading experience preferred - Strong customer service background, preferably in a high-volume inbound call center environment - Firm understanding of the diverse operational and investment needs of our customers - Knowledge of current financial markets and retirement account operations - Strong written, verbal and presentation skills - Strong technological skills and an ability to multi-task across systems - Prior remote work experience preferred #PJPW #LI-Remote ***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.*** What we offer you We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance. - Medical, dental, vision and life insurance - Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup - Tuition reimbursement up to $5,250/year - Business-casual environment that includes the option to wear jeans - Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year - Paid volunteer time — 16 hours per calendar year - Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA) - Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all. Base Salary Range $50,300.00 - $69,125.00 The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Equal opportunity employer • Drug-free workplace We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law. ***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.*** Job Posting End Date at 12:01 am on: 03-31-2026 Want the latest money news and views shaping how we live, work and play? Sign up for Empower’s free newsletter and check out The Currency.