• Successfully manage the overall relationship with the client and all stakeholders. • Develop service strategy to ensure renewal and growth of client accounts and retention of members for assigned accounts. • Develop plans to increase client revenue and profitability through better utilization of network, pricing strategies, and communication of new and enhanced offerings. • Ensure both company and client objectives, expectations and goals are being met. • Exercise judgement in handling client discussions, escalations and issue resolution. • Demonstrate proactive ability to diagnose and fix root cause drivers of service and/or delivery problems. • Develop and manage strategic plans in the most proactive and strategic manner possible and find new and innovative ways to show clients the value of the products and services purchased. • Proactively identify potential service issues and takes steps to resolve identified issues. • Lead and mentor account managers to resolve simple and complex issues as well as develop solutions proactively. • Successfully onboard new clients in a manner that sets them up for continued success. • Conduct professional and productive in-person meetings with clients. • Willingness to travel up to 20% of the time to clients, Lantern headquarters (Dallas) and appropriate industry events.

• 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