• Own and manage the full customer lifecycle: kickoff, onboarding, adoption, training, and renewal • Build strong, proactive relationships with customers in the EMEA • Identify and support opportunities for upsell and cross-sell in partnership with Sales • Coordinate with internal teams to resolve and escalate customer issues quickly and effectively • Collaborate with Customer Support Engineers and Customer Platform Architect to ensure seamless communication and delivery in response to deployment and support tickets • Collect and share customer feedback internally to improve product and service quality • Track success metrics and use data to inform customer strategy and engagement • Occasional travels to meet with customers and attend company events

• Handle client inquiries via telephone, email, etc. • Assist in the onboarding process, providing education and training to clients about RCM processes. • Prepare and run weekly and monthly check-in and KPI customer calls. • Maintain positive relationships with customers, ensuring their satisfaction and loyalty.

• Partner with our customers to ensure effective onboarding - setting them up for success • Create and execute a communications plan to engage effectively throughout the customer journey • Partner with senior stakeholders to align strategy and build programs for customers, with objectives and measurable outcomes • Collaborate with our product and customer support team to share new features • Elevate our brand within our customer base mapping out upsell and cross-sell opportunities in partnership with sales to increase account penetration • Monitor CSAT and resolve concerns with the assistance of internal teams.

• Own the end-to-end post-sale customer journey, including new customer kickoff, customer success, and ongoing customer support. • Define and execute a unified vision for Customer Success and Support that aligns teams, tools, metrics, and outcomes across INNERGY ERP and Microvellum CAD/CAM Products. • Ensure support and CSM teams follow consistent, repeatable processes that scale across customer segments and geographies. • Partner closely with Support management to align escalation paths, ownership models, and customer health visibility. • Embrace and expand Intercom Fin AI & Hubspot CSP – existing solutions that need TLC. • Directly manage senior leaders and key contributors across Customer Success, and Support. • Own and operationalize core post-sale metrics, adoption, retention, utilization, customer health, and support trends. • Lead the delivery of world-class, scalable support and success experiences while maintaining efficiency and consistency.