• Own value creation and drive adoption, retention, renewals, and expansions across a portfolio of hospitals and health systems for the Incredible Health Career Marketplace and Incredible Health Lyn. • Serve as a strategic advisor from post-onboarding through renewal, including optimizing hiring funnels, rolling out new capabilities, refining processes, and aligning to system-level workforce goals. • Lead executive engagement with regular executive business reviews, clear success plans, and decisive follow-through. • Use AI daily, including building AI agents and workflow automations that accelerate reporting, insights, and client execution. • Translate data into clear narratives and action plans that earn buy-in from clinical, human resources, and C-suite leaders. • Navigate complex stakeholder landscapes across multiple sites and service lines, including setting shared goals, unblocking dependencies, and delivering timely outcomes. • Partner cross-functionally to deliver a unified, high-quality client experience and capture voice-of-customer insights to inform roadmaps and service improvements. • Operate with autonomy and creativity, communicating proactively and moving fast without sacrificing quality.

• Accounts: The Senior CSM will focus on a smaller number of high-value strategic accounts focusing on Payroll. Develop and execute comprehensive account strategies for long-term success. • Risk: Proactively identify risks before they happen. Rally and project management internal stakeholders to address customer issues in a timely manner to optimize customer sentiment. • Relationships: Build relationships with senior stakeholders. Develop a deep understanding of the customer's business, hiring plans, and the outcomes that will define the success of the partnership. Then put a success plan in place to maximize the customers’ experience. Host regular business reviews to review the partnership. • Product: Be the voice of the customer by collecting product and operational feedback. CSM should prioritize requirements based on risk, urgency, and revenue impact + project manage internal stakeholders to deliver priority items in a timely manner while setting appropriate expectations with the customer along the way. • Responsible for providing a high-quality experience to our customers on a day-to-day basis. • Coordinate with internal stakeholders to ensure timely response and completion of customer requests. • Drive adoption of platform features that will lead to a better customer experience and better retention.

• Lead strategic relationships with a portfolio of enterprise accounts • Develop and execute account plans aligned with customer goals • Conduct regular executive business reviews to assess progress • Monitor account health and address risk indicators proactively

• Support onboarding and day-to-day success of a portfolio of customers by coordinating check-ins, answering platform questions, and assisting with campaign setup or troubleshooting • Act as a liaison between customers and internal teams to ensure smooth execution of customer programs • Manage a diverse book of business across industries, driving customer engagement and health • Collaborate with internal partners (e.g., Operations, Product, Sales, and Marketing) to deliver outstanding customer experiences • Track and maintain accurate customer activity, documentation, and status updates in CRM and customer success systems • Assist in monitoring customer health and proactively flagging issues or opportunities to team leadership • Contribute to improvements in processes, documentation, and knowledge-sharing to support customer outcomes and internal efficiency • Participate in team initiatives, training, and ongoing development to deepen customer and product knowledge