• Lead the end-to-end customer lifecycle for a portfolio of enterprise clients, with clear ownership of retention, adoption, time-to-value, and expansion readiness. • Build and maintain trusted, executive-level relationships with customer stakeholders, including C-suite leaders, benefits teams, and external partners. • Own and evolve Sword’s enterprise customer success motion, including implementation best practices, engagement strategies, QBR frameworks, and success metrics. • Manage and mentor a team of Customer Success Managers, providing coaching, performance feedback, and career development support. • Partner closely with Sales to ensure seamless handoffs, account planning, renewals, and expansion opportunities. • Provide executive oversight and orchestration for complex customer implementations, partnering closely with Implementation leadership to ensure on-time, on-value delivery. • Deliver quantifiable and qualitative insights to customers through reporting, regular business reviews, and strategic recommendations. • Develop and oversee client account plans, including opportunity sizing, success milestones, and investment recommendations. • Advocate for customer needs internally, influencing Product, Clinical, and Operations teams to address pain points and improve customer outcomes. • Own strategic initiatives within the Customer Success organization, continuously refining playbooks, processes, and tooling as the business scales. • Own and report on key Customer Success metrics including gross retention, net revenue retention, engagement, adoption, and expansion pipeline influenced.

• Serve as a trusted technical advisor for our customers. • Possess a mastery of Amplitude products in order to provide strategic consultation in taxonomy design, instrumentation and data governance. • Be an expert in the Digital Optimization System in order to successfully guide our customers as they integrate Amplitude into additional data flows and business processes, thereby making Amplitude an integral business partner. • Gather, organize, and report trends and customer insights to optimize business processes, documentation and services. • Collaborate cross-functionally with teams like Amplitude's Product, Engineering, Platform Support and Customer Success Manager to streamline internal processes and improve data management experience for our customers. • Potential travel is once per quarter.

Role Description We are looking for a Customer Success Manager II (EMEA) to build and maintain strong, trusted relationships with customers while actively managing their experience across HSI’s full product suite: Donesafe, HandsHQ, and Skillko. This role supports customers across the EMEA region and can be located in London, UK or Westport, Ireland. - Ensure customers successfully adopt and optimize HSI solutions to achieve the highest possible return on investment (ROI). - Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. - Provide proactive strategy with assigned customer accounts. - Work with customers to ensure they are leveraging our services effectively and finding value in our services. - Become an expert in our services and educate customers on the use and benefits of our products. - Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and address any customer issues. - Maintain strong working knowledge of contractual terms on named accounts. - Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development. - Exceed monthly/quarterly/annual retention/growth quotas, maintaining a Net Renewal Rate of 100%+. - Identify and close upsell and cross-sell opportunities. - Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth. - Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. - Maintain a revenue base by managing account retention and renewal. - Drive upsell revenue through increased product adoption and increased usage. - Other duties as assigned. Qualifications - 2+ years of experience in a customer-facing role, such as Customer Success, Customer Support, Sales, or Account Management. - 2+ years of experience working under monthly, quarterly, or annual revenue quotas. - 2+ years of experience using Salesforce and Customer Success platforms is preferred. - Proven ability to build strong relationships and communicate effectively with senior and executive-level customer stakeholders. - Excellent phone, written, and verbal communication skills, with strong presentation abilities. - Solid understanding of internet technologies and web-based applications, with a willingness to learn new tools. - Proficiency in Microsoft Office applications. - Strong understanding of HSI’s EMEA products (Donesafe, HandsHQ, Skillko), services, and overall value proposition, with the ability to clearly articulate them to customers. - Working knowledge of EHS and compliance management is preferred. Requirements - Strong verbal, written, and presentation skills; able to engage effectively with customers at all levels, including executives. - Displays high energy, self-motivation, and confidence while working both independently and as part of a team. - Thrives in fast-paced environments, demonstrating a strong desire and ability to learn and grow. - Manages multiple priorities and projects effectively without sacrificing quality or attention to detail. - Understands internet and web-based applications, with a willingness to learn new technologies. - Able to quickly understand and clearly articulate HSI’s products, services, and overall value proposition. - Maintains strong organizational skills, attention to detail, and effective prioritization of tasks.

Bask is the best telehealth platform on the market. Our mission is to empower entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily, abstracting away the complexities of the industry into an easy-to-use platform. With hundreds of features to meet the unique needs of telehealth, we put all the tools in our customers' hands for success. We are a rapidly growing startup, and we work with care and intention to create a high-performance company with the following in mind: - Speed Wins. Make decisions, move quickly, and know that if things go wrong, it's okay for you and the company. - Intuition, Then Data. We're a data-driven company. We start with our instincts and then use data to validate our decisions and improve - Miles, Not Inches. Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes - Customer-Obsession. We are obsessed with helping all our customers launch multi-billion-dollar companies with ease. We accomplish this by knowing our customers incredibly well and finding ways to make their businesses better. - Ownership & Accountability, together. We embody a culture of extreme ownership, accountability, and teamwork. We count on every team member to take responsibility for their work, embrace a proactive mindset to overcome challenges, and work together to achieve our collective success We're Looking For A self-starter who is passionate about enhancing the customer experience; you take pride in demonstrating the value of the products and services to your customers. You think outside of the box, excel at creative problem-solving, and are comfortable taking on projects that you have potentially never done before! You are a people-person - empathetic, self-aware, low ego, and extremely positive - and are comfortable working in a small collaborative team where you'll wear many hats. You are passionate and proficient in written and spoken communications. In this job, you will: - Build strong relationships with Bask’s customers and own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewals - Partner with customer stakeholders to develop custom engagement initiatives that drive user adoption and support the unique needs of their patients - Manage all current customer data - Analyze customer engagement metrics and use them to communicate value, trends, and opportunities with key stakeholders - Deliver program demos, provide insightful technical answers, and recommend creative ways to get the most out of the Bask platform - Finding comfort in working in a fast-paced startup environment - Believing no task is too small and no task is too tall