• Develop relationships within assigned accounts across all lines of business; • Contribute to customer success throughout the customer lifecycle by proactively engaging with Clicksign teams, identifying expansion opportunities and reducing churn risk; • Monitor and support customer satisfaction, metrics, engagement, and retention for the customer portfolio using available tools, proposing improvement actions when needed; • Contribute to and propose continuous improvement initiatives to enhance product experience and adoption, sharing insights with Clicksign’s Solutions and Product teams; • Perform follow-up and log customer requests through the company’s official communication channels; • Drive adoption of our solutions and/or services by presenting best practices and designing initiatives aimed at achieving the customer’s desired outcomes; • Manage the performance of high-complexity customers in the use of products and services, tracking customer success criteria and anticipating potential issues; • Create and present tracking reports for the customer’s key indicators when required.

• Support customers from onboarding through renewal in coordination with Digital, SMEs, and Business Development • Guide customers through setup, configuration, training, and early adoption • Provide structured engagement beyond the account manager or technical lead, including regular outreach, focus groups, virtual trainings, and webinars • Provide direct product support for key clients and escalated support as needed • Manage customer setup and configuration within ProtectAdvisr • Assist with data analysis, execution, and troubleshooting in collaboration with the Digital team • Learn how customers use ProtectAdvisr and identify opportunities for improvement • Gather and synthesize feedback into clear insights for the product team • Support the design, testing, and rollout of new features and product releases • Work closely with Digital, Operations, Business Development, and Marketing teams • Serve as a ProtectAdvisr Champion as the tool expands internally and globally • Help train and support internal staff and partners on product functionality and updates • Support product demos and early customer conversations • Provide real-world usage perspective to help position the product effectively • Contribute to defining and improving customer success processes as the product portfolio scales

• Act as the primary strategic partner for your customers, guiding them to achieve their institutional goals through effective use of Mongoose. • Lead onboarding and implementation for new customers, ensuring a smooth, structured rollout that drives early adoption and sets the foundation for long-term success. • Establish clear success plans during onboarding, aligning platform usage to customer goals and defining measurable outcomes from the start. • Own customer health by monitoring adoption, engagement, and performance trends—and proactively identifying risks and opportunities. • Conduct regular Mongoose Quarterly Reviews (MQRs) that go beyond updates to analyze performance, surface insights, and recommend actionable strategies that demonstrate measurable value. • Partner with customers to align Mongoose usage with key institutional priorities such as enrollment, retention, and student engagement. • Drive measurable improvements in customer outcomes by ensuring recommendations are implemented and results are achieved

• Serve as a forward-deployed implementation and customer success lead, spending multiple days per week onsite at assigned client locations. • Own post-sale delivery: workflow discovery, solution configuration, rollout, and adoption across nursing and clinical operations. • Build and maintain strong relationships with healthcare staff, operational leaders, executives, and IT teams, acting as a trusted advisor and execution partner. • Lead product implementations, focusing on aligning solutions with nursing workflows and operational processes. • Train nursing teams and other healthcare staff on the effective use of Hippocratic AI solutions, ensuring ongoing adoption and measurable, sustained success. • Identify opportunities to improve workflows and patient care outcomes using AI tools, particularly in bedside care and broader healthcare operations. • Manage day-to-day client relationships, ensuring seamless communication and addressing operational concerns. • Collaborate with internal teams such as product, sales, and engineering to relay client feedback, influence roadmap priorities, and improve user experiences. • Establish and track metrics to measure success, including patient care outcomes, team adoption rates, and operational efficiencies—present results to client and internal stakeholders. • Collaborate with client leadership teams to share best practices from AI implementation, including presenting at conferences/webinars on the impact of AI in Nursing and Health System Operations.