• Manage enterprise software customers • On-board new customers • Ensure customers are set up for long-term success • Scale adoption of ResMed solutions • Analyze customer data and trends • Collaborate with Professional Services team • Share information with stakeholders • Integrate client feedback into decisions

• Drive and participate in strategic initiatives that positively impact the organization in a meaningful way; program management and leadership of key priority initiatives • Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives such as sales, marketing, product and finance; manage customer success manager incentive strategy and execution of program • Manage customer segmentation, customer success manager assignments and capacity planning to ensure the optimal customer experience; implement and manage software/applications that facilitate customer success and customer success operations activities serving in role as system business owner • Lead technology and systems strategy for CSM: product owner for the Gainsight ecosystem roadmap and manage Gainsight administrators • Develop insights into our customer data health so we can detect early signals of at-risk renewals and identify upsell opportunities (SFDC and Gainsight); measure and report on program performance and business impact. • Develop metrics and KPIs that demonstrate the health and continuous improvement of the customer success • Establish and assure leadership adherence to budgets, schedules, work plans and performance requirements • Collaborate with senior management and executives to define and ensure success of department strategy • Provide managerial direction and oversee all aspects of performance management for direct reports. Measure and hold direct reports accountable for meeting defined performance standards; provide feedback to employees; ensure management team is defining and holding teams accountable for all aspects of performance management of direct reports • Oversee and hold management accountable for all Human Resources-related managerial functions and responsibilities associated with hiring, compensation management, employment relations and termination of employees. • Oversee the identification and hiring of new employees • Oversee and ensure the development of team members; provides coaching to employees through their personal growth in: functional expertise, communication skills and ability to effectively interact with clients and peers. • Identify and develop future leaders. • Provide strategic influence to internal peers and industry groups • Serve as an escalation point for complex issues; provide guidance and resources to assist with resolution of issues and removing obstacles for team • Work with the leadership to plan and set the strategic vision, organizational structure, operating policies and procedures and management practices to ensure department delivers operational excellence • Evaluate the process and procedures used by team; Identify opportunities for process improvement and greater efficiency and serve as an advocate for change. • Work collaboratively across departments with leaders

• Serve as a strategic partner for complex mid-market to enterprise organizations, owning the success, retention, and value realization of a portfolio of high-value customers across multiple brands, clients, regions, and lines of business. • Coach and mentor Customer Success Partners and Managers on strategic account management, executive presence, and value-based storytelling, helping elevate performance across the team. • Help operationalize customer success best practices, including onboarding motions, engagement models, and account health management. • Be a primary point of contact for key customers, owning relationships and managing escalations during adoption and ongoing management challenges. • Oversee strategic business reviews, maturity assessments, and growth planning sessions that map CreatorIQ into agency workflows, resourcing models, and client deliverables. • Use data to proactively identify opportunities and risks, influence adoption, and support continuous program growth. • Collaborate cross-functionally with teams including Implementation, Product Education, Support, Sales, and Insights to ensure a seamless, value-focused customer experience. • Ensure all team members are providing account updates in tracking tools and assist them with any hurdles that may arise. • Identify and drive tactical initiatives to enhance productivity, customer satisfaction, growth, and process improvements.

• Customer Onboarding • Work with our Sales and Implementation team members to generate seamless handoffs between groups: Confirming and aligning business goals and expected outcomes • Defining the strategy, key metrics and milestones via Client Success Plans • Identify the key buyers, influencers and decision makers within our clients’ organization and understand their roles, workflows, and how each contribute to the organization's success. • Address any post-implementation changes uncovered through client consultation and discovery calls. • Driving Time to Value • Develop adoption rollout strategy to lead clients through the adoption process and overall customer engagement throughout their life. • Lead change management initiatives to educate and coach clients on the why and what of these new workflows and initiatives • Proactively inquire and address challenges they’re facing that’s preventing them from achieving their goals. • Optimization & Growth • Identify opportunities for process improvement through client chairside and optimization sessions, led over web-based software or on-site with client. • Create and deliver Business Reviews (on-site and over the phone) in order to share the quantitative value our solutions are delivering to our clients, generating discussion w/ key stakeholders and decision makers about their progress and challenges. • Consistently bring a strategic lens to educate our clients in 3 ways: Market Lens: educate your clients on what’s happening in the hospital industry and how it relates to them • Business Lens: understand our clients’ strategic objectives and advise on what they should be thinking about next • Product Lens: what tactics are they using to achieve those strategic objectives and how our solutions can help achieve them faster, more efficiently. • Advise and educate through best practices and performance benchmarking. • Add’l Responsibilies, as needed • Proactively address red-flag and re-engage customers through training, chairside and strategy sessions. • Partner with Technical Support to communicate effectively with clients on outstanding issues • Serve as Voice of the Customer to internal product development teams, and include customers in process through Idea submission, User Experience sessions, Beta participation and Customer Events involvement. • Communicate with customers on system upgrades and new features that relate to their objectives. • Provide deep CBORD knowledge that is communicated with accuracy and confidence internally and externally. • Become an expert in recruitment technology and workflow to deliver consultative solutions to customers. • Customer Base: Book of business includes a higher percentage of decentralized accounts, requiring more tactical approach. • Relational: Frequently interacts with decision-makers at a senior level, focusing on aligning high-value accounts with organizational objectives. • Travel 15%-20% of key accounts.