• Own the end-to-end post-sales lifecycle for an assigned portfolio of Enterprise or Commercial customers • Serve as the primary trusted advisor for technical stakeholders, including IT administrators, security leaders, and executive sponsors • Develop and maintain tailored Success Plans aligned to customer business objectives and technical priorities • Drive customer onboarding, adoption milestones, and time-to-value outcomes • Proactively monitor customer health and identify risks to retention or adoption • Partner with customers to optimize platform configuration, deployment, and ongoing usage • Support customers through feature rollouts, workflow optimization, and change management to increase product adoption and deepen platform utilization • Own complex customer escalations and serve as the primary point of coordination across internal teams • Diagnose technical adoption blockers and business risks • Partner with Support, Product, and Engineering to drive timely issue resolution and to provide technical context when customers. • Develop mitigation plans for at-risk accounts and lead retention-focused customer strategies • Conduct regular business reviews and executive check-ins to demonstrate value realization and align on future goals including case histories as well as bug reporting • Partner with Account Managers to identify expansion opportunities and technical use cases that support customer growth • Influence internal roadmap discussions by surfacing customer insights and market trends • Willing to travel on-site to customer locations and/or for company events if required

• Serve as the primary technical point of contact for assigned strategic accounts, leading all phases of the customer lifecycle from deployment to optimization. • Drive onboarding and deployment efforts, ensuring technical go-live within defined SLAs and tailoring configurations to meet customer-specific requirements. • Conduct regular technical reviews to assess system health, validate integrations, and provide proactive remediation guidance. • Monitor product usage, identify adoption gaps, and lead enablement sessions to increase the use of licensed features and expand technical maturity. • Partner with Customer Success Managers, Account Executives, and Solution Architects to align technical outcomes with strategic business goals. • Lead or participate in QBRs and technical deep dives, providing data-backed insights on system performance, adoption metrics, and risk posture. • Triage and resolve complex technical escalations, working cross-functionally with Support and Engineering as needed. • Provide structured feedback to Product teams based on recurring customer needs, deployment challenges, and enhancement requests. • Support expansion planning by validating technical readiness and providing architectural guidance for new use cases or modules. • Maintain customer-specific technical documentation, including runbooks, architecture diagrams, and deployment artifacts. • Participate in monthly syncs, health check cadences, and cross-functional reviews to ensure consistent engagement and visibility. • Other duties as assigned

• Provide technical guidance and pre-sales engineering assistance to potential new customers. • Provide onboarding sessions for new customers and technical training for existing ones. • Develop key sales, demo, and promo materials for YouTrack and adapt existing demo setups for specific use cases. • Manage existing large accounts and work proactively to retain and develop them. • Act as a liaison between customers and the product team. • Recruit potential partners and work with existing ones to develop their YouTrack deployment capabilities.

Role Summary Nuuly is seeking a Customer Success Associate, Tier 1, that will be responsible for delivering frontline support by addressing straightforward customer inquiries and resolving common issues efficiently. This role requires clear communication, attention to detail and a strong customer-first mindset. Reporting to the Customer Success Supervisor, you will communicate with new and potential customers, help guide customers through the shopping experience, answer order questions and support the team to build a successful brand. Expected hours for the role are the option of one of the below shifts:Friday, Saturday Sunday 9am-5pm EST Friday, Saturday Sunday 2pm-10pm EST Saturday, Sunday Monday 9am-5pm EST Saturday, Sunday Monday 2pm-10pm EST Hours are subject to change depending on the needs of the business. Role Responsibilities - Respond to customer inquiries via chat or email - Provide accurate information on services and policies - Resolve routine issues such as subscription status updates, refund requests and billing inquiries - Escalate complex cases to higher-level support when necessary - Follow clear guidance given by the leadership team when appeasing customers - Empathetic to customers’ needs but understanding of the business’ bottom line - Collect and share feedback to external teams to ensure the needs of the customers are being met #LI-HP1 Role Qualifications - Experience in customer service or related role - Demonstrate a passion for and understanding of the URBN brands, customers and product. - Must have access to consistently stable internet connection. The Perks URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits Pay Range USD $15.00 - USD $15.00 /Hr. EEO Statement URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.