• Own reporting and dashboards that provide a clear view into ARR performance across churn, contraction, reactivation, and expansion • Analyze churn, contraction, and expansion trends to identify root causes and inform changes to GTM plays, segmentation, or customer coverage • Fine-tune renewal and expansion forecasting by improving process, data hygiene, and visibility into at-risk and growth accounts • Facilitate weekly and quarterly business reviews in partnership with Customer Success and Account Management leaders to support renewals, NRR, and GRR • Design scalable post-sales processes, including customer handoffs, account ownership, and lifecycle milestones • Partner with GTM Systems to continuously improve Salesforce, Gainsight, and supporting tools to better enable revenue teams

• Resolve patient and insurance issues through taking phone calls, answering voicemails, taking action on all correspondence, and working with walk-in patients. • Manages daily call traffic flow and makes adjustments to phone coverage based on call traffic patterns to ensure 95% of calls presented to individual Customer Service Representative and Customer Service Call Center queue are handled. • Provides training and support to all Customer Service Specialist Representatives with oversight from PFS Management. • Verify patient account balances, take payments and applies payments and adjustments to patient accounts in the various computer systems. • Triage then communicate and collaborate with team members for account resolution. • May be required to process mail and patient refunds, as well as perform cash posting, billing, and patient follow-up. • Monitors and provides data to Management regarding quality and productivity of Customer Service Specialist calls for quality and training purposes.

• Play a critical role in supporting live patient scheduling and rescheduling • Serve as the frontline communicator between patients and clinical operations • Thrive in a fast-paced, remote-first startup environment • Respond to patient replies triggered by reschedule notifications (SMS/email) • Apply Midi’s scheduling logic, appointment types, time zone complexities, and clinician availability • Monitor and respond to scheduling-related Zendesk tickets and internal Slack threads

About Plenful Plenful is on a mission to transform healthcare operations from the inside out. Fresh off our $50M Series B and bac ked by Bessemer Venture Partners, Notable Capital, TQ Ventures, Susa/Kivu Ventures, and other leading investors, we’re building the category-defining AI agentic operating platform that healthcare teams rely on to operate smarter, faster, and more efficiently. Our technology empowers healthcare operators across hospital and health systems, pharmacies and payors to eliminate manual work, reduce administrative burden, and improve compliance, all while unlocking critical revenue to fund programs for their in-need patient populations. Built by healthcare operators for healthcare operators, Plenful is driven by a deep understanding of the challenges facing today’s care teams. We’re passionate about equipping healthcare workers with world-class tools that deliver real, measurable impact, and we’re proud to serve leading healthcare organizations across the country. If you’re excited to help shape the future of healthcare, we’d love to meet you. Apply now to join our growing team! Join our growing team! As an early Customer Experience team member, you can help us shape best practices for customer implementation, support, retention, loyalty, and expansion in close partnership with our  Head of Customer Experience. Your responsibilities will expose you to a breadth of company needs as you collaborate cross-functionally with our technical, commercial, and executive teams. As the company grows, this critical role has significant growth potential. This is a unique experience to join a funded startup and see first-hand how a company is built. What You'll Do Customer Satisfaction: Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits. Customer Relationship Management: Serve as the primary point of contact for customers, starting at their implementation kick-off call. Build and maintain strong, long-lasting client relationships to ensure satisfaction and loyalty. Project Management: Oversee and track the progress of customer implementations for new use cases. Work closely with technical team members on back-end configuration to ensure customer success. Expansion Opportunities: Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms. Communication Excellence: Set a high standard for clarity, responsiveness, and professionalism in all customer interactions. Lead internal process improvement related to customer communication. Strategic Optimizations: Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability What you Bring Plenful perks Great benefits include unlimited PTO, health insurance, meal stipend, health & wellness stipend, team offsites, 401K matching, and stock options Join an all-star team with direct access to executive leadership Opportunities to further develop and refine your partnership acumen by partnering with our seasoned leaders