We are looking for an experienced Senior Customer Success to lead our customer success team and ensure our clients achieve maximum value from Vizmo’s solutions. This role is pivotal in driving customer satisfaction, retention, advocacy, and operational efficiency. The ideal candidate will have a strong understanding of customer lifecycle management, technical expertise, leadership skills, and the ability to build scalable processes that drive consistency and impact. As a senior leader, you will oversee the customer journey post-sales, manage and mentor a high-performing team, develop processes for operational excellence, and collaborate across departments to enhance customer experience and align with business goals. Responsibilities Customer Success Strategy and Leadership - Develop and execute strategies to enhance customer satisfaction, retention, and value delivery. - Lead the creation and refinement of scalable processes to streamline customer success operations and ensure consistent delivery of exceptional customer experiences. - Serve as a trusted advisor to key customer stakeholders and executive sponsors. - Mentor and guide the customer success team, fostering high performance, professional growth, and accountability. - Represent the voice of the customer across internal teams to drive improvements in products, processes, and services. Customer Relationship Management - Build and nurture strong relationships with customers to enhance satisfaction, loyalty, and advocacy. - Understand customers’ business challenges and goals, providing tailored and impactful solutions. - Proactively monitor customer activity to identify risks, growth opportunities, and areas for improvement. Customer Retention and Revenue Growth - Develop strategies to ensure customer and revenue retention through impactful engagement and value delivery. - Track and analyze customer satisfaction metrics to improve solution effectiveness and engagement strategies. - Oversee the customer journey, including onboarding, training, and deployment, ensuring seamless and successful transitions. Process Creation and Operational Excellence - Design, document, and refine customer success processes to drive efficiency, transparency, and accountability. - Standardize workflows across the customer lifecycle, including onboarding, account management, and renewals. - Establish performance metrics, track KPIs, and implement improvements to achieve optimal results. Collaboration and Problem Resolution - Partner with Sales, Support, and Product teams to address and resolve customer issues effectively. - Act as a bridge between customers and internal teams to ensure seamless communication and swift resolution of concerns. - Drive initiatives to secure account renewals and identify upselling opportunities. Leadership and Team Building - Excel in customer-facing roles such as expectation setting, timeline management, and project execution. - Inspire and lead the customer success team, cultivating a collaborative and results-driven culture. - Ensure team members have the tools, resources, and guidance needed to succeed in their roles. Requirements Required Skills - Customer-Centric Approach: Strong ability to understand and address customer needs, pain points, and business challenges. - Process-Oriented: Expertise in creating and optimizing processes to enhance efficiency and effectiveness. - Detail-Oriented: Exceptional attention to detail with robust communication and collaboration skills. - Data-Driven: Proven ability to use data and analytics to guide decision-making and actions. - Technical Aptitude: Experience working with enterprise software tools and familiarity with cloud technology (API, integrations). - Leadership: Demonstrated ability to lead teams, mentor individuals, and manage customer accounts effectively. Desired Skills - Customer Success Expertise: Motivated by driving customer success and delivering long-term value. - Account Management: Experience managing large, complex accounts in customer-facing roles. - Systematic Thinking: Organized and methodical in managing customer information and meeting commitments. - Startup Mindset: Comfortable working across domains in a dynamic startup environment. - SaaS Experience: 3–5 years of experience in a B2B SaaS environment with a focus on customer success. Benefits What We Offer: - Competitive salary and benefits package. - Opportunities for professional growth and development. - A collaborative and inclusive work environment. - Flexible work arrangements, including remote work options.

Thank you for considering a career at Ensemble! Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: - Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. - Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. - Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results. The Opportunity: Join an award-winning company Five-time winner of “Best in KLAS” 2020-2022, 2024-2025 Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024 Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024 Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023 Energage Top Workplaces USA 2022-2024 Fortune Media Best Workplaces in Healthcare 2024 Monster Top Workplace for Remote Work 2024 Great Place to Work certified 2023-2024 - Innovation - Work-Life Flexibility - Leadership - Purpose + Values Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include: - Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs. - Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation. - Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement. - Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company. Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble also prohibits harassment of applicants or employees based on any of these protected categories. Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com. This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range. Employment Disclaimers – Ensemble

Position Summary As the Advanced Specialist, Customer Success you will play a pivotal role in ensuring the successful day-to-day operations and school year execution for multiple Connections Academy schools which may be operating as standalone charters or as programs of existing charter schools. This role is highly execution-oriented and serves as a critical bridge between schools and PVS support teams. Your primary accountability is to provide hands-on operational support, coordinate and complete manual school operations tasks, and ensure school leaders and their teams are equipped to meet operational requirements throughout the school year cycle. Working closely with the assigned Lead Client Partner, Director of School Operations and account management team within a matrixed environment, you will act as a primary liaison between schools and PVS teams, translating school needs into actionable work and ensuring timely completion of operational tasks. You will support schools in navigating complex systems, processes, and changes, while driving consistency, accuracy, and operational excellence. With a strong focus on operational efficiency, customer experience, and change adoption, you will help schools execute required activities, resolve issues, and maintain alignment with organizational standards—ultimately enabling schools to focus on delivering high-quality learning experiences for students. Key Responsibilities - Hands-On Operational Support & School Year Cycle Execution - Provide direct, hands-on support to assigned schools in executing school year cycle activities, including completing and coordinating manual tasks within Pearson Online Classroom (POC) and related systems. - Serve as a primary liaison between schools and PVS teams to initiate, track, and complete operational requests such as enrollment-related support, data view modifications, configuration updates, and other system or process changes. - Monitor progress of operational requests and activities, proactively identifying risks, delays, or gaps, and implementing mitigation strategies. - Coordinate and, when needed, personally execute operational tasks that require manual intervention to ensure schools can successfully operate within required timelines. - Support the delivery, customization, and occasional facilitation of training resources for school leaders and staff to enable accurate execution of operational processes. - Ensure required school operations, policy, and process reviews are completed annually or as otherwise required. This includes, but is not limited to: - Pearson Online Classroom setup and configuration (School Year Cycle timelines, school customization data views, key dates, grade scales, section properties, etc.) - Alignment of system configurations with school calendars, handbooks, and approved operational documentation - Support for School Representative setup and Summer School configurations, as applicable Incident & Intake Coordination - Serve as the primary coordination point for incident management for the PSSO team. - Triage submissions, gather required context, and route issues to appropriate internal teams for resolution. - Track issue status and ensure delivery of external communications, internal follow-through, escalation, and closure. - Analyze trends and recurring issues to inform prioritization, risk mitigation, and process improvement efforts. - Provide status visibility to internal stakeholders; school-facing communication remains the responsibility of designated school-facing roles. Customer Relationship Management & School Leader Support - Build and maintain strong, trusted relationships with school leaders and their leadership teams, serving as a consistent operational partner and advisor. - Act as one of the primary points of contact for schools on operational matters, proactively identifying needs, addressing concerns, and guiding leaders through required processes and manual tasks. - Provide direct support to school leaders and leadership teams in completing operational work within POC and related systems that is required to successfully run a school. - Partner with school leadership to identify opportunities to streamline processes, reduce operational friction, and improve the overall school experience. - Support school leaders in navigating complex operational requirements while reinforcing accountability, accuracy, and adherence to organizational standards. Data & Reporting - Working with LCP, and DSO, determine key metrics related to project progress, operational task completion, and school request volume. - Produce regular summaries and dashboards to support LCP, and DSO visibility and decision-making. - Maintain organized records, trackers, and reporting tools to support transparency and accountability Requirements - Bachelor's degree in Education, Business or equivalent - Project management experience - Strong cross-functional coordination - Change enablement and continuous improvement process capabilities - Strong customer service experience and skills Compensation at Pearson is influenced by factors including skill set, experience, and location. The full-time salary range for this role is $80,000 – $85,000. This position is eligible for Pearson’s annual incentive program. Information on benefits can be found here. Applications will be accepted through April 30. 2026. This window may be extended depending on business needs.

• Own a portfolio of large, complex enterprise customers, engaging at CFO, Finance Director, Shared Services and Transformation Lead level • Act as a strategic O2C and Working Capital advisor, leveraging prior consulting experience to guide customers through business change • Translate AI-driven insights, predictive analytics and automation into clear financial and operational impact (DSO, cash-in, productivity, risk) • Lead value-based success plans, defining ROI, KPIs and success metrics aligned to customer business objectives • Facilitate executive business reviews, customer innovation workshops and value realization sessions • Partner closely with Sales on renewals, upsell and expansion, contributing a strong commercial and value-led narrative • Serve as the voice of the customer, influencing Product and AI roadmap discussions based on enterprise use cases • Proactively identify adoption risks and growth opportunities using customer health data and AI insights