• Lead and mentor the Scaled CSM team, driving both human-led and automated success motions across a growing portfolio of employer clients • Oversee the Customer Success Operations function, ensuring tools, systems, processes, and analytics are in place to support a high-performing CS organization • Define and execute scalable customer success strategies that drive platform adoption, employee engagement, and measurable customer value • Collaborate cross-functionally with Implementation, Sales, Product, and Support teams to deliver a cohesive customer experience from onboarding to renewal • Optimize CS workflows and tooling to improve visibility, efficiency, and reporting • Use data-driven insights to monitor customer health, flag risk, and prioritize interventions at scale. • Drive internal alignment around customer metrics, outcomes, and feedback loops to continuously improve the EWA experience • Support the development of customer lifecycle content (playbooks, campaigns, resources) that enhances engagement and self-service adoption • Own escalations and ensure timely resolution with a focus on long-term success

• Initiate and conduct NPS surveys on a regular basis to collect feedback from customers • After collecting NPS responses, analyze the data to understand the overall customer sentiment and identify trends or patterns in the feedback • Follow up with customers who provide low NPS scores (detractors) to understand the reasons behind their responses • Reach out to customers who provide high NPS scores (promoters) to thank them for their positive feedback and potentially leverage their positive experiences as testimonials or case studies • Based on client feedback, collaborate with cross-functional teams (e.g., product, account management, marketing) to develop action plans and make improvements to enhance the customer experience and address any pain points • Track the impact of the implemented improvements on customer satisfaction over time • Continuously monitor the NPS scores and other customer feedback metrics to ensure ongoing customer success

• Oversee daily operational performance for assigned clients and operations teams • Collaborate with support areas like customer care and technology, serving as the main client contact • Support the Senior Client Manager/Client Leader in delivering high-quality solutions • Utilize effective client communication skills • Address questions related to unique situations, participant inquiries, client escalations and requirements • Manage the operations of a client team through developing talent and delegating work • Communicate regularly with clients on all aspects of daily operations • Driving stable and consistent delivery from internal and external partners • Using data to influence standardization and process innovation • Managing defined contribution plans and understanding their effect on clients and participants

- **Strategic Oversight:** Supervise and mentor regional Customer Success Managers, ensuring best practices in revenue growth are implemented across different territories. - **Performance Optimization:** Analyze client performance data to identify revenue gaps and provide actionable growth strategies. - **Business Reviews:** Lead Quarterly Business Reviews (QBRs) for key partners, focusing on ROI and long-term scaling. - **Revenue Advocacy:** Proactively work with the client base to shift share to direct online sales and improve distribution strategies. - **Cross-functional Collaboration:** Act as a bridge between clients and our Product team to voice feedback and shape new features. - **Market Presence:** Represent Exely at industry events and contribute to proactive marketing activities to strengthen our brand authority.