• Own a large portfolio (~140 clients) in the xSMB segment, focusing on efficient, scalable success • Drive adoption and engagement through digital programs and scaled customer journey tactics • Maximize retention and revenue by securing renewals, minimizing churn, and identifying upsell/cross-sell opportunities • Serve as the client advocate internally, collaborating with cross-functional teams (e.g., Engagement, Advocacy) to ensure client needs are met • Manage client escalations efficiently, ensuring timely resolution and a positive customer experience • Track and report on key account metrics (e.g., enrollment, adoption, retention) and accurately forecast renewals

• Own and nurture relationships with assigned customers to ensure seamless onboarding, implementation, and ongoing support. • Act as the primary point of contact and advocate for customers, proactively addressing their needs and concerns. • Establish a trusted advisor relationship with customers to drive the adoption of Humata Health’s solutions. • Develop and execute success plans tailored to customers' strategic goals and operational workflows. • Provide insights on industry best practices and leverage analytics to demonstrate value and ROI. • Balance high-level strategic planning and manage day-to-day tactical execution and problem-solving • Oversee the customer lifecycle, ensuring smooth transitions from implementation to day-to-day operations. • Collaborate with internal teams, including Growth, Product Development, and SME’s, to align solutions with customer needs. • Track and analyze key metrics related to Humata’s performance and to inform proactive strategies. • Serve as the voice of the customer, driving cross-functional initiatives to improve user experience and product performance. • Facilitate customer feedback sessions and ensure actionable insights are integrated into product and service improvements. • Drive customer retention and renewals by consistently demonstrating value. • Identify opportunities for scope expansion or additional solutions based on customer needs. • Deliver tailored reports and presentations that highlight customer outcomes, including cost savings, performance metrics, and progress toward goals. • Prepare for and lead formal presentations to discuss account health and future plans.

• Architect the future of Customer Success and lead team transitions. • Define what a world-class 'Success' journey looks like. • Manage DACH customer portfolio with a high-touch approach. • Build operational standards for onboarding and enablement. • Monitor health signals and manage retention risks. • Conduct weekly cadences for team performance reviews. • Act as a bridge between customers and the Product team.

Role Description As a Customer Success Associate I, you’ll be at the heart of building strong, long-lasting relationships with our clients. You’ll provide top-tier, “white glove” service to ensure their success with Meazure Learning. Your focus will be on creating a seamless experience for our clients, helping them get the most out of our services, and making sure they reach their goals. This isn’t just about managing accounts; it’s about connecting with clients, understanding their needs, and offering support that leads to real, meaningful success. Whether it’s guiding them through the process, resolving challenges, or celebrating their wins, your dedication will help ensure they thrive with Meazure Learning. This is a remote position based in India, supporting core business hours from 8:00 AM – 5:00 PM EST, Monday through Friday, with flexibility depending on business needs. You will be working with global teams and stakeholders, ensuring seamless collaboration across different time zones. - Be part of a dedicated team focused on ensuring our clients’ long-term success and satisfaction. - Work closely with clients, building meaningful relationships and helping them achieve their goals with Meazure Learning. - Have a direct impact on the customer experience, ensuring they feel supported, valued, and confident in their partnership with us. Qualifications - 1+ years of experience in a remote customer success role, with a passion for helping others succeed. (MBA Fresher would be considered) - Communicates clearly and effectively in English, both in writing and verbally. - Comfortable with technology and proficient in web-based applications, Google Apps, and Microsoft Office Suite. - Great at building relationships and connecting with people on a personal level. - Can juggle multiple priorities, manage different client needs, and stay organized even when things get busy. - Knows when to escalate an issue and when to take immediate action to resolve it. - Solution-focused, always looking for ways to improve and drive growth. - Can build credibility quickly with clients, using problem-solving skills to gain trust and keep things moving forward. - Keen eye for market trends and can adapt quickly to shifting priorities. - Can manage multiple accounts and relationships at once, always keeping track of details. - Represents Meazure Learning with professionalism and a positive attitude. - Approaches people and situations with patience, empathy, and a willingness to understand before making decisions. - Logical problem-solver who stays calm when troubleshooting and working through challenges. - Can work remotely during the hours of 8:00am – 5:00pm EST Monday through Friday. Requirements - Drive customer success as the first point of contact for customers in named accounts. - Serve as the primary liaison in sustaining exam volume within current partner accounts. - Protect business with current partners to ensure they won’t be tempted to use a competitor. - Manage anywhere between 10-50 small-market accounts and a typical portfolio between $1M-$2M in annual revenue. - Represent Meazure Learning at meetings with accounts. - Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis. - Provide ongoing education and training on Meazure Learning products in conjunction with Customer Education Team. - Partner with Director, Customer Engagement on projects/programs; providing feedback and ideas for customer engagement. - Drive customer engagement by promoting resources/programs/surveys etc. - Communicate with accounts as needed to discuss goals, develop a success plan, co-present and conduct training using Insight reports, Tableau expertise, and operational understanding of the client. - Forecast volumes for the assigned book of business for a rolling twelve-month basis. - Drive adoption across other segments within the account. - Set and manage partner expectations. - Regularly collaborate with the Partnership team to discuss and strategize and provide updates on relationships with current and future partners. - Prioritize and respond to inbound customer inquiries. - Connect with customers to offer insight and provide additional resources, as needed (both proactive and reactive). - Assist team members with day-to-day questions and connect with them in the event the manager is tied up in other meeting. - Have extensive knowledge of all the services Meazure provides – Online Proctoring (OLP), Test delivery, Testing centers, etc. - Assist with program timeline created and adherence for multi-service clients. - Define possible client solutions and customer experiences and help clients envision future states and value propositions. - Track and improve on churn rate and satisfaction scores in assigned accounts. - Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions of ongoing account and develop and oversee mitigation measures to turn risks into opportunities. Benefits - Company Sponsored Health Insurance Benefits - Competitive Pay with room for growth - A Healthy Work Culture that celebrates and supports each team member - A Fun Atmosphere where we celebrate achievements and foster a positive environment - Performance-Based Bonuses to reward your hard work and dedication - Career Growth Opportunities with the chance to develop and grow within our organization - Learning & Development to help you advance in your career and achieve your professional goals - Company-Sponsored Health Insurance to take care of your well-being - Referral Award Program for referring great talent to join our team