Role Description The primary objective of this role is to execute the onboarding of strategic accounts across all areas. The Customer Success Manager is responsible for building the initial relationship with the client while overseeing onboarding activities and managing communication between the company and the client. The role ensures a complete and successful onboarding before transitioning the client to their permanent account team for ongoing support. - Work directly with customers and internal stakeholders to ensure timely, accurate, and complete execution of complex implementation project plans. - Serve as an internal and customer-facing subject matter expert on implementations and impacts of non-standard use cases. - Provide practical guidance on operationalizing processes, data flows, and regulatory impacts; lead client trainings to optimize engagement. - Partner with functional teams to translate customer feedback into actionable insights for service enhancements, driving continuous improvement. - Build and sustain strong relationships with clients during the implementation phase, acting as a strategic advisor by understanding their objectives and challenges; transition relationship to the account team post-implementation. - Lead meetings with customers and internal stakeholders, document and manage action items, and ensure timely execution of project plans. - Engage across the customer’s organization and work cross-functionally to identify opportunities and risks around timelines and business processes; present recommendations and solutions. - Act as a client resource to escalate and address implementation activities, including issue resolution. - Accountable for onboarding analytics and reporting, including customer access, ensuring all information is current, and referencing dashboards during engagements. - Ensure all internal and external data inputs are accurate for successful implementation. - Partner with Billing to confirm billing definitions and ensure first invoice accuracy. Qualifications - Bachelor's Degree in Project Management, or a related field; or in lieu of degree, High School Diploma GED (accredited) and 4 years of relevant work experience. - 7 years of related work experience (in addition to education requirement). - Ideally looking to hire from within the SBS team. Requirements - Must live and work in the US. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. - Benefits may vary by site.

• Ensure swift execution of new Pano station installations by partnering closely with the internal Operations team and facilitating necessary actions with Sales and Operations teams • Drive ongoing account management to ensure customer satisfaction and drive additional expansion opportunities • Expertly navigate a SaaS business by skillfully managing the expectations of both your team and customers, and making thoughtful choices that align business goals with client needs • Actively learn our clients needs to deliver the best solutions to their goals • Partner with Sales to support successful renewals and expansions in line with Pano’s “land and expand” strategy • Creatively problem solve when difficult situations arise and help client and internal team members resolve delivery challenges • Regularly present critical findings, strategic planning, and sometimes difficult information to clients. • Foster effective decision-making and operational excellence across the business by building relationships and helping internal teams understand client priorities and business context • Maintain strong relationships with clients to ensure streamlined project implementation, review ongoing needs, provide timely solutions, and recommendations to help achieve success and drive adoption • Deeply understand the product suite, service offerings and functionality to enable effective communication of capabilities to clients • Actively contribute to the refinement and development of new product features and service offerings by working closely with Product and Engineering

• Understand each customer’s business objectives and effectively communicate the value of Acoustic Connect, ensuring successful adoption and ongoing utilization • Develop account strategies aligned with Acoustic’s GTM motions and each customer’s business priorities • Build and sustain multi-threaded relationships with stakeholders and decision-makers, including C-level executives, with the goal of becoming a trusted advisor across all lines of business • Work with clients to build a mutually agreed-upon objectives with clear performance KPIs that tie platform usage to business outcomes • Proactively monitor customer health and execute designated playbooks focused on maximizing product adoption and driving retention; leverage Planhat and connected usage data to maintain a real-time view of your portfolio—identifying risk signals, stalled objectives, and expansion opportunities before they surface on a call • Conduct regular business reviews to assess adoption and surface issues. • Identify expansion opportunities within assigned accounts—both within Acoustic Connect and across the broader Acoustic portfolio • Partner with the Implementation and Onboarding teams to lead discovery into client goals and successfully project-manage client onboardings • Own the customer experience through by coordinating internally with PS and Support, setting clear milestones with the customer, and ensuring continuity of engagement and value realization throughout the process • Facilitate cross-functional collaboration with Support, Services, Product, and Solution Engineering to resolve client issues quickly and meet account performance objectives

• Provide operational support to clients and Client Success Managers • Qualify placement opportunities • Complete profile screening and onboarding support • Create and distribute activity and performance reports • Maintain communication with supplier partners • Manage the creation and distribution of periodic activity and performance reports, as directed • Audit bookings in technology or via contract for accuracy • Review and prescreen profiles to ensure accuracy of skillset and experience required