• Communicate with individuals who have expressed interest in personal and professional development programs and virtual events • Use simple online systems and digital tools to provide information and manage follow-up • Work remotely using your laptop and phone • Manage your own schedule and activity levels • Participate in ongoing training and professional development • Follow structured systems and processes provided through onboarding and mentorship • Engage with a broader support network of experienced professionals

• Own a large portfolio (~140 clients) in the xSMB segment, focusing on efficient, scalable success • Drive adoption and engagement through digital programs and scaled customer journey tactics • Maximize retention and revenue by securing renewals, minimizing churn, and identifying upsell/cross-sell opportunities • Serve as the client advocate internally, collaborating with cross-functional teams (e.g., Engagement, Advocacy) to ensure client needs are met • Manage client escalations efficiently, ensuring timely resolution and a positive customer experience • Track and report on key account metrics (e.g., enrollment, adoption, retention) and accurately forecast renewals

• Own and nurture relationships with assigned customers to ensure seamless onboarding, implementation, and ongoing support. • Act as the primary point of contact and advocate for customers, proactively addressing their needs and concerns. • Establish a trusted advisor relationship with customers to drive the adoption of Humata Health’s solutions. • Develop and execute success plans tailored to customers' strategic goals and operational workflows. • Provide insights on industry best practices and leverage analytics to demonstrate value and ROI. • Balance high-level strategic planning and manage day-to-day tactical execution and problem-solving • Oversee the customer lifecycle, ensuring smooth transitions from implementation to day-to-day operations. • Collaborate with internal teams, including Growth, Product Development, and SME’s, to align solutions with customer needs. • Track and analyze key metrics related to Humata’s performance and to inform proactive strategies. • Serve as the voice of the customer, driving cross-functional initiatives to improve user experience and product performance. • Facilitate customer feedback sessions and ensure actionable insights are integrated into product and service improvements. • Drive customer retention and renewals by consistently demonstrating value. • Identify opportunities for scope expansion or additional solutions based on customer needs. • Deliver tailored reports and presentations that highlight customer outcomes, including cost savings, performance metrics, and progress toward goals. • Prepare for and lead formal presentations to discuss account health and future plans.

• Architect the future of Customer Success and lead team transitions. • Define what a world-class 'Success' journey looks like. • Manage DACH customer portfolio with a high-touch approach. • Build operational standards for onboarding and enablement. • Monitor health signals and manage retention risks. • Conduct weekly cadences for team performance reviews. • Act as a bridge between customers and the Product team.