• Own a portfolio of commercial accounts across the full customer lifecycle: onboarding, adoption, renewal, and expansion • Drive fast time-to-value by guiding customers through integration setup, best practices, and key use case activation • Monitor account health, usage signals, and engagement metrics to proactively surface risk and growth opportunities • Execute renewal cycles and identify upsell and cross-sell opportunities with strong commercial instincts • Develop and contribute to scalable success resources, guides, tutorials, and reference implementations, that serve the broader commercial segment • Partner cross-functionally with Sales, GTM Engineering, and Product to ensure a seamless customer journey • Serve as the voice of the commercial customer, feeding actionable insights back to Product and Go-to-Market teams

• Lead, coach, and develop a team of Account Strategy CSM II team members • Drive day-to-day team performance against key goals • Provide regular coaching and feedback • Support team members in navigating complex or escalated customer situations • Reinforce strong operational discipline across call handling, case management, documentation • Use dashboards, account context, and team metrics to identify trends • Partner with internal teams to resolve customer needs • Participate in hiring, onboarding, and ramping new team members • Foster an inclusive, accountable, and supportive team environment

• This position serves as the primary point of contact and liaison for clients, supporting them throughout the client journey from implementation through production. • Client Success Managers ensure client needs and expectations are aligned; contractual obligations are met, and day-to-day operations run smoothly. • They maintain client satisfaction and help clients realize measurable value from our products and services. • The Client Success team provides effective analytical support and proactive recommendations to support data-driven decisions. • Client Success Managers must have a strong understanding of the healthcare industry, emerging trends, and healthcare data. • They must be able to work with a variety of healthcare data sources, interpret results, and translate analytic outputs into clear, actionable insights that drive client value. • Client Success Managers are responsible for day-to-day client operations, including ticket management, coordinating system updates, managing data refreshes, and communicating release notifications. • They deliver timely client support by managing tickets and ensuring service levels agreements are met. • Client Success Managers collaborate closely with clients through regular engagement, identifying opportunities to improve outcomes, championing data-driven decision-making, and optimizing data processes to maximize the value clients receive from their MedInsight investment. • Client Success Managers work closely with our client engineering teams (located in both the US and India) to coordinate client support activities. This includes clearly communicating requirements, timelines, and priorities so engineering team members can complete tasks and provide status updates and outcomes. • While some work maybe performed offshore, client communication is managed in the U.S., so strong communication skills with both clients and internal team members is essential.

• Conducts analysis of client business processes and defines functional requirements. • Map these objectives to Creatio’s capabilities and toolsets. • Prepare appropriate documentation to communicate and validate designs with client stakeholders. • Help clients validate and evaluate options and prioritize potential scope based on what your client values and needs most. • Collaborate with team members to align on and validate project scope and the effort required to successfully implement that scope. • Ensure all project documentation and artifact requirements are accessible and completed timely. • Lead project execution from start to finish for your assigned project team. • Manage project scope, plan, and budget effectively to maintain control, ensure results and manage risk. • Documents all project requirements as needed in department-approved formats. • Configure core system elements using out of the box tools for elements such as data model setup, reporting, analytics and workflow configuration. • Lead and manage user acceptance testing cycles and conduct end user training sessions. • Successfully anticipate, identify and resolve issues and concerns both internally and externally to proactively ensure customer satisfaction.