• Lead, mentor, and inspire a team of high-performing Enterprise Customer Success Managers. • Manage team performance against key performance indicators (KPIs) such as Gross/Net Revenue Retention (GRR/NRR). • Drive the professional development of the team, coaching CSMs on executive engagement, complex negotiation, and strategic account planning. • Own enterprise CS capacity planning, including headcount planning, role design, and coverage models to support segment growth and retention goals. • Serve as the executive-level point of contact for Enterprise customers, shaping long-term partnership strategies. • Build and maintain trusted C-suite relationships to influence roadmaps, align on strategic priorities, and ensure renewal stability.

• Receive and process incoming client requests for interpretation and translation services • Assign qualified language professionals based on client requirements, including language, specialization, and availability • Monitor ongoing tasks to ensure timely delivery and maintain service quality • Maintain clear, consistent, and professional communication with clients and interpreters/translators throughout the service lifecycle • Guide new clients through onboarding, including setup and clarification of service expectations • Provide responsive support, address client concerns, and troubleshoot service-related issues effectively • Exercise independent discretion regarding the prioritization of projects, resource allocation, and resolution of escalated client concerns • Maintain and update an internal database of language professionals, ensuring accuracy regarding certifications, qualifications, and availability • Identify language service coverage gaps and support recruitment efforts to address these needs • Track service performance metrics to ensure alignment with standards and identify opportunities for improvement • Implement feedback mechanisms to enhance client satisfaction and support continuous improvement initiatives • Build and maintain relationships with clients, including site visits for consultations, presentations, and client relationship management • Represent the company at industry events, conferences, and networking opportunities • Promote language services to clients and identify upselling opportunities where applicable

• Support the development and execution of a comprehensive customer success strategy that drives partner retention, expansion, and member engagement across all CloseKnit service lines • Establish success metrics and KPIs that demonstrate value to health plans, employers, and health systems • Partner with Business Development to ensure smooth transitions from sales to implementation and create feedback loops that inform go-to-market strategy • Build business cases and ROI frameworks that quantify CloseKnit's impact on healthcare costs, quality measures, and member satisfaction • Drive member activation, engagement, and cross-utilization strategies across virtual primary care, behavioral health, and advocacy services • Collaborate with clinical and product teams to optimize member experience and remove barriers to care access • Establish processes for capturing and sharing member success stories that demonstrate CloseKnit's integrated care model • Lead initiatives to improve health equity and reach underserved member populations • Create playbooks, tools, and training programs that enable the CS team to deliver consistent, excellent partner experiences • Foster cross-functional collaboration with Clinical Operations, Product, Data & Analytics, and Marketing teams • Partner with Data & Analytics to develop dashboards and reporting that track partner satisfaction, member utilization, clinical outcomes, and financial performance • Translate complex healthcare data into compelling narratives for diverse audiences, including C-suite executives, health plan medical directors, and HR leaders • Identify trends and insights from partner feedback that inform product development and operational improvements

• Own the client experience during estate plan delivery • Serve as primary point of contact for clients throughout the estate planning process • Coordinate scheduling between clients and attorneys • Triage questions and route to appropriate teams promptly • Proactively communicate status updates and next steps • Identify and resolve friction points before they become complaints • Support onboarding of new users within partner firms