• Own the continuous improvement of people, process, and technology to deliver a best-in-class Customer Success program across the global customer base. • Design, operationalize, and continuously refine a tiered engagement model: low-touch / high-engagement for SMB and high-touch / high-engagement for enterprise and government customers. • Define and instrument a customer health framework that combines product usage, sentiment, support, and commercial signals to drive proactive intervention. • Serve as a player-coach by personally owning a strategic book of business while leading and developing the broader CS team. • Develop, document, and drive adoption of playbooks for renewals, expansion, churn mitigation, and at-risk recovery across all customer segments. • Build and maintain a predictable renewals pipeline with rigorous forecasting, risk scoring, and stage-gate discipline. • Partner with Sales on cross-sell and upsell motions across our multi-product portfolio, ensuring CS surfaces qualified expansion opportunities and supports complex multi-product land-and-expand strategies. • Drive measurable improvements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), logo retention, and time-to-value. • Operationalize and continuously optimize the Customer Success tech stack, including Gong, HubSpot, Maxio, Confluence, and JIRA. • Evaluate, recommend, and implement best-in-class additions to the CS tech stack (e.g., dedicated CS platforms, digital engagement tooling, AI/agentic workflows). • Define and own the KPI framework that drives renewals pipeline, GRR/NRR, adoption, expansion, NPS/CSAT, and CS team productivity. • Build dashboards and reporting cadences that provide leadership and the Board with a clear, data-driven view of customer health and commercial outcomes. • Recruit, develop, mentor, and retain a high-performing global Customer Success team across SMB, enterprise, and government segments. • Build career paths, performance frameworks, and enablement programs that grow CS talent at scale. • Foster a culture of accountability, customer obsession, collaboration, and continuous improvement. • Act as the data-driven voice of the customer to Sales, Product, Marketing, and Engineering, translating insights into roadmap, GTM, and lifecycle programs. • Partner with Sales leadership on segmentation, joint account planning, handoffs, and shared revenue accountability. • Partner with Product on adoption, feature feedback, beta programs, and customer advisory boards. • Partner with Marketing on customer references, case studies, advocacy, and lifecycle communications. • Where applicable, lead the integration of acquired businesses, customer bases, and product lines into the unified Customer Success program.

• 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