• Build trusted relationships with investment and wealth management clients to support product adoption, satisfaction, and long-term partnership • Guide customers through pre-implementation readiness and onboarding coordination to ensure successful deployment and rapid realization of value • Develop and execute account plans that align product capabilities with customer business objectives • Drive product adoption and user enablement through training sessions, workshops, and strategic guidance • Identify and drive opportunities for revenue expansion through upsell/cross-sell opportunities and increased platform utilization • Manage renewal cycles and retention strategies while maintaining strong customer sentiment and engagement • Partner closely with Sales, Product, Support, and other Customer Experience teams to resolve customer issues and remove adoption barriers • Advocate for customer needs by translating feedback and product enhancement requests into actionable insights for internal teams • Coordinate customer reference programs, case studies, and community participation to support Ridgeline’s broader go-to-market efforts • Facilitate executive and end-user relationships across customer organizations to deepen strategic partnerships • Leverage data and AI-enabled tools to monitor customer health, analyze adoption trends, and proactively address risks and opportunities • Contribute to scalable processes and continuous improvement initiatives that enhance the Growth Segment’s ability to support a high-volume customer base • Collaborate with teammates to share knowledge, improve workflows, and strengthen a transparent, supportive team culture • Take ownership of customer outcomes while demonstrating resilience and a growth mindset in a dynamic startup environment • Exemplify Ridgeline’s Core Values and Security First Mindset • Domestic travel possible up to 25% depending on location

• Drive customer retention and value realization across an assigned portfolio of 80-150 accounts by independently managing the full customer lifecycle from onboarding through renewal, using digital-first engagement and strategic human touchpoints with minimal guidance. • Execute complex renewal transactions for your book of business, including multi-product negotiations, pricing discussions, handling objections, and renewal closing, while proactively identifying and positioning expansion opportunities. • Design and deliver proactive, signal-based engagement by monitoring customer health metrics, usage patterns, and risk indicators, then creating and executing targeted campaigns, webinars, and 1:1 interventions based on customer needs with creative problem-solving. • Partner cross-functionally and mentor peers by collaborating with onboarding teams, product specialists, sales, and support to resolve complex customer situations, while also sharing best practices with less experienced team members. • Drive program improvement by identifying gaps in playbooks and digital resources, testing new engagement approaches, and providing strategic recommendations to leadership on how to improve Scaled CS effectiveness for the segment.

• Design and operationalize the tech-touch Customer Success strategy for ~1,000 non-managed accounts • Develop segmentation models based on account size, payout trends, user growth, and engagement signals • Build structured lifecycle playbooks covering onboarding, activation, growth, and re-engagement • Define and implement a customer health scoring framework using data from Looker (usage and revenue signals) and HubSpot (account and engagement data) • Monitor payout volume, transaction frequency, and roster trends in Looker to detect early signs of decline • Establish thresholds and triggers for intervention • Design and execute segmented campaigns using HubSpot to drive adoption and engagement • Develop proactive education initiatives to increase feature utilization • Continuously analyze campaign performance and refine outreach strategy • Use AI tools (e.g., Claude, workflow automation platforms) to design, prototype, and deploy scaled engagement programs, health scoring models, and reporting dashboards • Identify manual or repetitive processes across the Customer Success workflow and build automated solutions to replace them • Personally engage with high-risk or high-potential accounts when data indicates intervention could improve outcomes • Conduct structured check-ins focused on usage trends, operational friction, and growth opportunities • Identify usage growth patterns in Looker that indicate upsell potential • Create structured processes for surfacing qualified opportunities to Sales • Partner with the GTM CRM Administrator to define segmentation logic and reporting requirements

• Design and Develop an AI Feedback Agent: You will lead a high-impact capstone project to build an AI agent that automatically gathers, synthesizes, and prioritizes product feedback from diverse data sources. • Data Mapping and Analysis: Collaborate with stakeholders to discover and map unstructured data sources—including meeting logs, emails, and support cases to define metrics for 'meaningful feedback'. • Prototyping and Testing: Design and execute test cases to evaluate the accuracy and reliability of the AI feedback pipeline, iterating on prompts, data inputs, and synthesis logic based on findings. • Strategic Project Presentation: Document the final AI synthesis framework and present your findings and lasting results to Actian during the Week 12 Internship Showcase.