• Manage a growing portfolio of customers in your territory. • Assist in developing and evolving the Customer Success department. • Help collect and analyze customer success metrics and data, including all-important NPS, customer testimonials, and references. • Work with the Global Account Manager(s) and Account Manger(s) to engage with customers with relation to their Account Plan and Customer/Account Journey • Over-see the on-boarding pipeline ensuring your customers are on track to go live by proactively offering advice, guidance, and support. • Execute targeted customer engagements based on Customer/Account Journey stage and specific customer Account Plan. • Serve as an Avero expert and ensure strong product adoption across all partners and relevant stakeholders at all levels. • Build and manage successful relationships with key partners and generate cross-sell introductions for the sales team – deleted users, AOU’s, etc • Provide insights to partners to ensure that they get the most out of Avero, ensuring our partners are meeting their objectives with the aim of helping grow our customer base. • Work collaboratively with the Product and Technology teams to troubleshoot customer issues and help influence our roadmap.

• Use enthusiasm and empathy to help troubleshoot and delight customers. • Get to know and navigate Breezy inside-out. • Help customers achieve their goals in Breezy. • Escalate issues when necessary. • Track support metrics and hit goals set for the team. • Identify trends in common issues and help develop training programs.

• Develop a trusted advisor relationship with partners, and proactively engage with them to identify needs, ensure successful delivery of appropriately customized solutions, and maintain high client satisfaction • Lead new partner and program onboarding by leveraging an implementation team, composed of internal experts and other vendors contracted by the client • Exceed revenue objectives by setting and meeting goals for student enrollment and persistence, and client renewals • Measure, evaluate, and report on progress against leading indicators, and take ownership of challenges and opportunities by recommending strategy changes and implementing solutions • Play a key role in removing barriers and friction for adult learners, and ensure the ongoing appeal and accessibility of partner programs by soliciting feedback from students and other stakeholders, and carefully monitoring the student experience, including performance and achievement • Create business reports and reviews to clearly communicate progress, forecasts, and improvement opportunities • Design and streamline processes and procedures to enable the scalability of ReUp’s account management approach and capabilities

• Act as a support resource and secondary point of contact for assigned customers, working closely with designated Strategic Customer Success Managers (SAM) to ensure seamless service delivery. • Collaborate with the cross-functional teams to resolve customer issues and ensure a seamless customer and member experience. • Participate actively in customer meetings under the direction of SCSM, coordinating, supporting and addressing customer needs and concerns. • Assist in the creation and maintenance of project management documentation such as Gainsight and Asana Customer Dashboards, ensuring adherence to client deadlines, internal team SLAs, and providing regular updates to SCSM and customers. • Maintain accurate customer information in Spring Health Admin, including detailed notes and auditing to ensure precise setup. • Investigate and resolve member issues, collaborating with SCSM on resolution steps and providing comprehensive, detailed follow up. • Track and maintain all cross-functional dept asks ie. reporting, marketing, invoicing, product/engineering, and clinical support requirements meticulously, ensuring timely delivery to SAM for action. • Compile Quarterly Business Review (QBR) slide decks by extracting data from Looker and other relevant sources, providing insights into customer performance, and contributing to the SCSM’s report narrative. • Coordinate the preparation and distribution of member marketing materials, including organizing customer events and attending Spring Virtual Events. • Building relationships through collaboration across departments, including product, operations, data science, and marketing, to ensure a holistic approach to customer success. • Act as key support of the customer relationship continuity by managing incoming client requests and updates in the account owner’s absence • Assists in coordinating transition planning, documentation, and communication to ensure minimal disruption to the customer support or member experience during account transitions. • Manage open tickets efficiently, ensuring deadlines are met and contributing to reporting updates and enhancements to drive overall team success. • Up to 15% travel time