• Develop and execute strategic account plans to drive revenue growth, client adoption, and market expansion • Own renewals, upsell, and expansion opportunities across assigned high-value accounts • Identify and pursue new use cases, departments, and service line expansion opportunities • Serve as the primary point of contact for executive stakeholders, including C-suite, clinical, and procurement leaders • Build trusted relationships and position Hello Heart as a critical partner to client success • Lead business reviews with senior stakeholders to align on performance, outcomes, and long-term strategy • Manage complex renewal cycles and multi-stakeholder procurement processes • Partner cross-functionally with Product, Clinical, Marketing, and Operations to deliver client outcomes • Provide market feedback and customer insights to inform product and go-to-market strategy • Track account performance against key metrics and proactively identify retention risks with mitigation plans • Travel up to 40% to support client engagement and relationship building

Role Description The Lead CS Enablement role at Multiplier is a unique opportunity to drive impact by empowering our client success teams with the knowledge and skills they need to excel. As a Lead CS Enablement professional, you will be responsible for creating and implementing training programs that align with our business objectives, as well as developing and maintaining a comprehensive enablement strategy that enhances the customer experience. This is a high-impact role that requires strong leadership skills, a collaborative mindset, and a relentless focus on customer satisfaction. If you are a strategic thinker with a passion for customer success, we encourage you to apply for this exciting opportunity. - Develop and implement a comprehensive enablement strategy that aligns with business objectives and enhances the customer experience. - Create and deliver engaging, interactive, and results-driven training programs that meet the needs of sales teams and customers. - Collaborate with cross-functional teams, including sales, customer success, and marketing, to ensure alignment and effectiveness of enablement initiatives. - Conduct training needs assessments and analysis to identify areas for improvement and develop targeted solutions. - Design and implement metrics and evaluation methods to measure the effectiveness of enablement initiatives. - Stay up-to-date with industry trends, best practices, and emerging technologies, and incorporate this knowledge into enablement programs. - Provide coaching and guidance to CS teams to ensure they have the knowledge and skills needed to meet customer needs and drive business results. - Develop and maintain relationships with key stakeholders, including sales, customer success, and marketing leaders, to ensure alignment and effectiveness of enablement initiatives. - Identify areas for process improvement and develop solutions to optimize enablement initiatives and drive business results. Qualifications - Proven expertise in adult learning principles, instructional design, and delivery methodologies. - Strong knowledge of sales and customer success strategies, processes, and best practices. - Experience with learning management systems (LMS) and content management systems (CMS). - Excellent communication, presentation, and interpersonal skills. - Ability to design and deliver engaging, interactive, and results-driven training programs. - Strong analytical and problem-solving skills, with the ability to identify areas for improvement and develop solutions. - Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines. - Ability to travel up to 20% as needed. - Strong project management skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines. - Ability to work collaboratively with cross-functional teams, including sales, customer success, and marketing, to ensure alignment and effectiveness of enablement initiatives. - Strong leadership skills, with the ability to motivate and inspire a team of enablement professionals to deliver high-quality results and achieve business objectives.

• Manage a portfolio of ~250 customers in the SMB space throughout the life cycle • Take the reins on critical customer success metrics, including renewal, expansion, and upsell • Project manage customer launches and consult on best practices for effective user adoption • Influence customers to effectively utilize Bonusly and expand their usage • Design and/or support one-to-many engagement initiatives • Act as an internal champion for our users while balancing Bonusly’s business goals • Synthesize customer feedback, pain points, and success stories

• Relationship Management: Build and maintain strong relationships with key stakeholders, acting as a trusted advisor and strategic partner. • Customer Advocacy & Success Planning: Understand customer goals, develop success plans, and align API solutions to drive business value. • Product Adoption & Optimization: Monitor usage patterns, identify opportunities for expansion, and provide best practices to maximize API adoption. • Proactive Engagement & Issue Resolution: Act as the voice of the customer within Vonage, collaborating with support, product, and engineering teams to address challenges and improve the customer experience. • Renewals & Expansion: Identify upsell and cross-sell opportunities to drive revenue growth and customer retention. • Training & Enablement: Provide ongoing education and resources to ensure customers are leveraging the full potential of Vonage API solutions. • Feedback & Insights: Collect and relay customer feedback to internal teams to influence product improvements and roadmap priorities.