At Varicent, we’re not just transforming the Sales Performance Management (SPM) market—we’re redefining how organizations achieve revenue success. Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential. Varicent stands at the forefront of innovation, celebrated as a market leader in the 2025 Forrester Wave Report for SPM, 2023 Ventana Research Revenue Performance Management (RPM) Value Index, Gartner Peer Insights, 2024 Gartner SPM Market Guide, and G2. Our solutions are trusted by a diverse range of global industry leaders like T-Mobile, ServiceNow, Wawanesa Bank, Shaw Industries, Moody's, Stryker and hundreds more. Here’s why you’ll thrive at Varicent: - Innovate with Purpose: Build impactful solutions for customers worldwide. - Join Excellence: Work in a diverse, collaborative, and innovative team. - Shape the Future: Lead in redefining revenue optimization. - Grow Together: Unlock your potential in a supportive environment. Join us at Varicent—where your talent and ambition meet limitless opportunities for success! PRIMARY PURPOSE We are looking for a dedicated, ambitious and self-driven Customer Success Manager (CSM), for our ever-growing Growth segment. As a Growth CSM, you will report into the Director of Customer Success and will be responsible for the renewal revenue of this Growth segment via heavy digital touch and light direct touch. We’re looking for someone who has prior experience with SaaS solutions. The CSM, Growth role will collaboratively drive adoption across the larger Customer enterprise by becoming a Subject Matter Expert in (a) specific area(s) and then create digital content around that area to be consumed by the Customer base. We expect this CSM, Growth to use various digital tools for this content creation and be experienced with some level of digital marketing. KEY RESPONSIBILITIES The Customer Success Manager, Growth role will be responsible for enabling our Customers to realize business value from their investment and support our Customers in their journeys to become advocates of Varicent – both our company and our products. Key responsibilities include: • Manage a portfolio of accounts on both a 1:1 and a 1:Many basis, connecting Varicent to our Customers through digital channels • Represent the voice of the Customer (customer advocacy) to provide input into every core product, marketing, and sales process • Identify expansion opportunities to drive value both for the Customer and for Varicent • Create value for Customers by collecting and sharing success stories and be accountable to drive high usage of Varicent products via thorough and action-oriented playbooks • Develop and leverage Varicent product expertise to support our Customers in their journeys • Leverage data collected to refine and optimize existing playbooks, as well as build out additional plays to continue to drive Customer maturity • Build and maintain relationships with the relevant stakeholders in your portfolio • Engage with your Customer early in their lifecycle from onboarding through value realization • Maintain and update the various systems used to support the 1:Many dynamic, with urgency and high attention to detail • Become a product area SME (subject matter expert) and represent that area in the creation of digital content to be consumed by the Customer base • Seek and act on manager feedback to promote growth in role KNOWLEDGE, SKILLS & EXPERIENCE • 2+ years of experience in customer success or account management in a SaaS or software company • Experience creating digital marketing content preferred (including digital marketing tools) • Passionate about the future of work, and positively impacting the working lives of people in large organizations • Team-player who has a proven track record of excelling in fast-growing environments and taking initiative above and beyond the call of duty • Ability to build trust and communicate effectively with a broad range of stakeholders: executives, administrators, technical leads, etc. • Demonstrated ability to work independently to ensure the success of your Customers and Varicent • Ability to connect the Customer’s business process to product capability • Strong interpersonal skills that establish trusted advisor relationships with clients • Strong organizational/time management skills and the ability to manage multiple projects simultaneously • Familiarity with tools commonly used in CS: Salesforce, Gong, Zoom, Excel, PPT, etc. • Adaptable mindset, able to operate effectively with change • Driven, self-motivated, enthusiastic, with a “can do” attitude • Experience negotiating contracts and managing renewals • Cultural awareness and appreciation for diversity • Bachelor’s degree with information technology/business/finance focus preferred Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.com Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact

• Be the go-to Open Telekom Cloud expert, leveraging your cloud expertise to provide customers with reliable guidance and drive business growth. • Offer tailored advice to customers, assisting with their first-time use of OTC or enhancing their ongoing cloud performance through consumption growth and upselling strategies. • Proactively engage customers to prevent churn, using analytical insights and management expertise to ensure satisfaction and success. • Liaise with cross-functional teams to translate customer requirements into actionable feature requests. • Actively contribute to the vertical squads within Open Telekom Cloud. • Collaborate on the optimization and evolution of Customer Success Management for OTC, delivering impactful results. • Provide feedback that elevates our “Service Excellence Culture”, ensuring quality improvement across all areas of OTC Customer Success Management.

• Act as a “preferred CSM” to approximately 100 accounts assigned to CSM Team, serving as the main point of contact for the customer, our executive team, and any internal partners regarding these accounts • Commit to exceeding customer expectations, maintain long-term, senior-level relationships with your account’s POCs, take ownership of challenging customer situations, manage them effectively, and see them through to resolution • Guide customers to maximize their business through an intimate understanding of the ServiceTitan platform, with the ability to resolve complex issues and create comprehensive, customer-facing value plans to demonstrate ROI of ServiceTitan to key stakeholders • Act as the primary point of contact for customer inquiries and issues, working closely with internal teams to drive timely resolutions • Proactively reach out to customers through phone calls and written communication to understand their goals, and roadblocks, and ensure their needs are met • Utilize data to track customer success metrics and leverage user engagement data to design targeted campaigns that proactively engage with customers who are not utilizing key features of ServiceTitan vital to achieving their desired outcomes (digital success campaigns, remote workshops, proactive customer calls, etc.) • Monitor account health and flag risk behaviors to engage with customers proactively before escalations or churn risks arise in addition to owning and defusing challenging customer situations, should they arise, turning them into an opportunity for positive outcomes and increased customer loyalty • Approach all customer interactions with a positive, can-do attitude, identify customer pain points, and work with cross-functional teams to provide effective solutions • Provide training and guidance to customers, ensuring they utilize our software effectively, drive customer engagement in webinars, ember, spark or community • Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers’ experience, both in the use of our product and through improved internal processes • Break down complex issues and stay highly organized in managing customer accounts, ensure timely follow-ups, and document interactions • Monitor customer usage and engage in renewal discussions (both core and pro products) to ensure long-term satisfaction, and account retention and maximize up-selling and cross-selling opportunities • Gather and relay customer feedback to the product and development teams for continuous improvement. • Identify opportunities for customer advocacy, such as success stories, the torch network, and referrals.

• Design, extend, and scale the Customer Success operating infrastructure, integrating Planhat, Snowflake, Salesforce, and BI systems to support lifecycle automation and customer intelligence • Design and execute personalized, data-driven customer engagement campaigns in Planhat, leveraging customer data and lifecycle signals to improve adoption, satisfaction, and retention • Leverage product usage and telemetry data to build signals that drive lifecycle workflows, customer engagement, and expansion identification • Build and maintain customer data pipelines and integrations across product telemetry, CRM, and CS engagement platforms • Develop internal customer dashboards and analytics tools in Sigma to help teams monitor adoption, lifecycle progress, and expansion readiness • Create and maintain Planhat workflows, task automation, and lifecycle triggers that guide CSM actions throughout onboarding, adoption, expansion, and renewal stages • Build automated customer communication programs and sequencing in Planhat to scale proactive engagement and lifecycle messaging • Design systems that flag lifecycle milestones and risks, ensuring CS teams take the right action at the right moment • Build and maintain data enrichment pipelines across multiple internal data sources to improve customer visibility and analytics • Partner with the Data and Analytics teams to support exploratory analysis, operational reporting, and process improvement initiatives • Identify operational gaps where automation or AI can improve scale and build solutions when commercial tooling does not yet exist • Continuously improve the reliability, scalability, and efficiency of the Customer Success data and tooling ecosystem