• Boost Net Revenue Retention (NRR) by designing, implementing, and optimizing scalable customer success playbooks. • Achieve a Customer Satisfaction (CSAT) score above 90% by owning the data narrative and continuously improving the customer journey. • Reduce customer onboarding time through continuous process improvement. • Develop direct reports by establishing trust and providing clear feedback. • Ensure alignment across departments by building strong relationships and collaborating closely with Sales, Product, and executive leadership.

• Understand customer needs and be a client-counselor by working together with the customer to come up with solutions to key customer problems and business objectives. Build a client relationship and acts as a trusted advisor to the client. • Manage the overall delivery of the project (charters, kickoffs, requirement gathering, delivery, QBRs) as well as the team including the engineering/product manager and delivery pod (DAs, FDEs, QA engineers, developers, and designers). • Manage the overall budget and adherence to schedule. • Identify relevant datasets through deep engagement with customer problems and workflows, and work with forward-deployed engineers to integrate the data into a stable and extensible pipeline as well as customer and product engineering teams to build bespoke workflows for new user groups. • Present the results of our work and proposals for future work to audiences across all layers of our customers organization.

• Drive strategic success planning and engagement across an assigned set of Tines’ enterprise accounts. • Foster champions in these accounts and support customers across the customer journey - from onboarding to ongoing adoption, through expansion and renewal. • Develop an understanding of the customer’s current state and aligning with executive and key stakeholder goals & priorities. • Orchestrate across both customer and internal teams to bring internal resources to tailor messaging and recommendations to the customer’s specific needs and identify future-state opportunities.

• Serve as a product expert and advocate for mental health, supporting a portfolio of Spring Health’s largest and most impactful partners. • Own forecasting projections for revenue, renewals, and upsell opportunities across your portfolio, ensuring the delivery of accurate forecasts. • Identify and position upsell opportunities proactively, driving revenue growth by aligning solutions with customer goals. • Develop and manage positive relationships with multiple customers, consultants, and key stakeholders to build trust and ensure satisfaction. • Manage the entire customer lifecycle, including implementations, engagement strategies, renewals, and upsells by: • Developing timely, actionable account plans • Managing census files efficiently • Designing and executing member engagement communications • Preparing and presenting business reviews to senior HR executives • Delivering insightful, data-driven recommendations aligned with customer success metrics • Developing renewals strategy and delivering proposals/contracts • Managing the end-to-end deal cycle (procurement process) • Collaborate cross-functionally to collect customer feedback and recommend process improvements across internal teams. • Support sales efforts by partnering on retention, upsell initiatives, and expansion opportunities as well as supporting net new business acquisition through efforts like attending finalist meetings. • Leverage data to drive results, using member engagement metrics and portfolio insights to adjust strategies.