• Lead designated territory and provide end-to-end renewal execution support to ensure customer retention and annual revenue and growth targets. • Spearhead renewal negotiations and drive incremental revenue. • Connect with customers regularly both virtually and in-person to become a trusted advisor. • Establish strong relationships based on knowledge of customer requirements and commitment to value. • Encourage all accounts to become Avenu references. • Develop effective and specific account plans to ensure revenue target delivery and sustainable growth by driving Demand Generation, Pipeline and Opportunity Management strategies. • Establish customer acumen - actively understand each customer’s needs, strategic growth plans. • Leverage internal Avenu resources to navigate contract creation, pricing, closing and bookings. • Leverage Avenu Solutions – be proficient in and bring all Avenu offers to bear on sales pursuits including industry solutions, LOB solutions and technology/consulting/business process outsourcing solutions. • Understand Avenu’s competition and effectively position solutions against them. • Ensure effective Pipeline planning - Follow a disciplined approach to maintaining a rolling pipeline. • Keep pipeline current and moving up the pipeline curve. • Orchestrate resources: deploy appropriate teams to execute winning product and service deployment including both Avenu and Partner resources. • Ensure account teams (and Partners) are well versed in each account’s strategy and well positioned for all customer touch points and events. • Maximize the value of all sales support organizations. • Maintain CRM system with accurate customer and pipeline information. • Enthusiastically support all Avenu promotions and events in the territory. • Understand state and local government management and sales and marketing serving the public sector. • Knowledgeable in commercial metrics and forecasting principles. • Perform other duties as assigned.

• Lifecycle Management: Execute automated customer journeys from onboarding to renewal using HubSpot, in-app messaging, and email campaigns to accelerate time to value. • Account Management (AM): Manage the full renewal lifecycle and drive upsell opportunities within the APAC digital portfolio to achieve NRR and GRR targets. • Customer Success Management (CSM): Scale platform adoption and feature usage through digital engagement methods, including one-to-many webinars and automated training sessions. • Risk Mitigation: Monitor customer health scores and engagement data to proactively intervene with targeted digital resources or high-value touches to reduce churn. • Regional Implementation: Deploy and test localized automation workflows and engagement playbooks to ensure effectiveness for the APAC market. • Metrics Reporting and Cohort Analysis: Track key performance indicators such as NRR, Churn, Adoption Rate, and TTV, providing data-driven recommendations for journey improvements. • Feedback and Cross-Functional Collaboration: Partner with RevOps, Program Builders, and Product teams to address customer friction and align with regional Sales and Marketing on cohesive lifecycle campaigns.

• Act as a business partner for a diverse portfolio of clients, overseeing day-to-day operations and high-level strategy meetings to contract negotiations and renewals. • Represent the client’s interests internally, providing actionable feedback to our operations and product teams to drive service enhancements and platform innovation. • Drive retention and expansion by deeply understanding your clients' business models, fee structures, and technical needs. • Spearhead growth strategies to ensure clients leverage the full power of our ecosystem. • Identify potential account risks before they escalate, navigating internal business lines and product expertise to deliver swift, high-impact resolutions. • Mentor and support the broader account management team, sharing market insights and contributing to a culture of continuous improvement and business growth. • Ensure all accounts meet rigorous compliance standards while maintaining a high bar for communication and transparency. • Represent the company at industry events and client on-site events. Meet with clients in-person, as needed, for strategic reviews, new product demos, and negotiations.

Role Description This is not a steady-state CSM position where you inherit a playbook and run it. You will be the first dedicated customer success hire at Sharetru. Your primary mission is twofold: - Ensure every new customer is onboarded successfully and deeply adopted. - Own the renewal pipeline to retain the customers we’ve earned. Everything else—QBRs, advocacy, customer health—flows from getting those two things right. Upgrades and new revenue opportunities are handled by our account executive; your job is to make customers so successful that those opportunities surface naturally. You’ll report directly to the CEO, who has been the de facto CSM until now. That means you’ll have full context on customer relationships, direct access to executive decision-making, and the autonomy to shape how Sharetru serves its customers going forward. The right person for this role is a builder who is energized by the challenge of creating something from scratch—someone who can design an onboarding workflow that gets a healthcare customer sharing ePHI securely in their first week, then turn around and build a renewal forecasting model that ensures no contract falls through the cracks. If you thrive in environments where the playbook doesn’t exist yet and you get to write it, this is your role. Qualifications - 3–7 years in a customer success, account management, or customer-facing role at a B2B SaaS company—with direct ownership of a renewal book. - Demonstrated experience managing renewals, conducting QBRs, and maintaining high gross retention rates. - Compliance fluency: working knowledge of at least one regulated framework (FedRAMP, HIPAA/ePHI, ITAR, CMMC, SOC 2, FINRA, or similar). - Experience building or significantly improving a customer success process, playbook, or system from scratch. - Strong organizational skills with the ability to manage a large book of business. - Exceptional communication skills. - Self-starter mentality. Requirements - Own the end-to-end onboarding experience for every new Sharetru customer. - Design and implement a repeatable onboarding playbook tailored to compliance-driven use cases. - Create onboarding checklists, welcome sequences, and milestone-based check-ins. - Reduce time-to-value by proactively guiding customers through configuration and integrations. - Identify and address adoption risks early. - Own the renewal pipeline end-to-end. - Build and manage a renewal tracking system. - Identify at-risk accounts through usage data and engagement signals. - Surface upgrade and expansion signals. - Segment the customer base by ARR and risk profile. - Design and document Sharetru’s customer success playbook from scratch. - Select, implement, and manage a customer success platform. - Document institutional knowledge from the CEO transition. - Create templates and frameworks that can scale. - Conduct Quarterly Business Reviews for strategic accounts. - Be the voice of the customer internally. - Partner with the account executive for smooth handoffs on expansion opportunities. - Identify and cultivate customer champions. Benefits - Competitive salary. - Fully remote role. - Employer-paid medical. - Employer-paid dental and vision insurance. - 401k/Roth with company match. - Paternity/Maternity Leave. - Paid time off + Medical Leave + 10 company holidays. - Professional Development. - Company provided technology. - Direct access to the CEO and meaningful influence over onboarding, retention strategy, and customer experience. - The opportunity to build and own an entire function from the ground up. - Work on a product that genuinely matters.