• Thrive in a supportive but independent workplace with the opportunity to grow as our organization grows • Meet or exceed sales targets within SMB Cohort • Communicate with Brazilian Portuguese, Spanish, and English speaking customers, both verbally and in writing • Provide strong interactions with customers at the Senior Management level with support on forming relationships with C level contacts • Work with clients to negotiate contract renewals, cross-sells, and upsells • Work with clients to establish business and technical goals & potential via technical and Quarterly Business Reviews • Maintain a structured cadence with named customer accounts, build relationships, present Keeper solutions, troubleshoot challenges, manage issues with the broader Keeper team and close deals • Advise customers on best practices for securing and protecting their business against password related breaches • Proactively manage the success of a portfolio of assigned Keeper Security customers to deliver consistent value across the entire lifecycle • Consistently demonstrate knowledge of Customer Success best practices, stay up to date on trends in the industry, and operate as a Customer Success and Cyber Security advisor to your customers • Understand and navigate account procurement practices to negotiate licensing contracts • Resolve customer issues, alone and through collaboration with other Keeper Security teams; approach all situations with curiosity and creativity. Resolving customer issues can involve troubleshooting and require deep technical knowledge of our solutions and the Password management space • Build strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct quarterly business reviews to ensure our clients are up to speed on their areas of vulnerability, new product features, etc. • Become a Keeper Security product expert for your customers; occasionally assist on Sales or Marketing calls/webinars as a CSM & Keeper expert • Drive customer advocacy in the form of references, referrals, and case studies • Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meet and exceed personal and team quotas • Participate in the evolution of Keeper Security’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives • Contribute towards the development of a strong team environment by upholding high work standards • Jump at opportunities to go the extra mile to ensure our customers are supported and successful!

• You'll own repeat and referral as outcomes, and you'll set the level of ambition. We'd like to be moving these numbers materially. • The headline metrics: Repeat booking rate, by cohort; Referral rate — customers who bring at least one new customer; Signup-to-first-booking conversion; Long-term LTV. • How you move them is up to you. We work in fast cycles: lots of small, well-instrumented tests, an honest read on what worked, and a willingness to keep what's working, retire what isn't, and try the next thing. • If a test we ran six months ago beats what we're doing now, we'll happily go back to it. • Designing and shipping journeys across signup, activation, first booking, post-trip, win-back, and referral — across email, SMS, WhatsApp, and in-product, with behaviour-based triggers and segmentation throughout. • Running a continuous experimentation program: segmentation, copy, timing, incentives, mechanics. A/B and multivariate testing where it makes sense. Reporting clearly and honestly on what's moved. • Building and rebuilding the referral mechanic until it compounds. We don't have a fixed view of what this should look like — finding what works is part of the role. • Setting up the AI-enabled side of the function: the automations, flows, prompts and operating model. • Working closely with product, performance marketing, content, and data — pulling in support where it'll help. • Owning the lifecycle dashboard and being the source of truth on the metrics above, working in GA4 and Hex (Hex experience is a plus). • Operating our CRM stack (currently HubSpot) and making the call on when and what to migrate to.

• Drive growth and success across a portfolio of our Aged Care partners • Identify and unlock new opportunities through market and customer insights • Build strong, trusted relationships with key decision-makers and stakeholders • Lead the development of compelling proposals, tenders, and new solutions • Partner cross-functionally to ensure smooth rollout and ongoing optimisation • Track, measure, and communicate the value and impact delivered to customers

• Drive retention and expansion across your portfolio by building trusted relationships with executive and clinical stakeholders. Identify risks early, develop sharp mitigation plans, and surface growth opportunities aligned to customer goals. Use AI-powered tools and analytics to stay ahead of account health trends and act with precision. • Lead strategic discussions and Executive Business Reviews that clearly connect CipherHealth's care coordination platform to measurable outcomes — patient experience, readmissions, quality metrics, and financial ROI. Present independently and confidently to senior system-level leaders, translating complex data and insights into clear, compelling recommendations. You know how to navigate the complexity of large, matrixed health systems to get things done. • Own customer onsite visits from agenda through execution — with clear outcomes, tight preparation, and high-impact delivery. Lead executive presentations and frontline discussions that deepen trust and accelerate adoption. Leverage AI tools to streamline prep, synthesize insights, and personalize the experience for each strategic account. • Ensure customers achieve sustained adoption and quantifiable value from CipherHealth's care coordination platform. Advise on best practices for rounding, outreach, and engagement programs — connecting product usage to outcomes data, ROI, and the evolving AI capabilities within our ecosystem. • Be the voice of the customer internally. Partner with Product, Implementation, and Support to solve problems, influence the roadmap, and deliver a seamless experience. Bring forward patterns and insights — including those surfaced through AI tools — that shape how we build and serve. • Turn utilization trends, outcomes data, and engagement signals into actionable insights. Use BI tools, CS platforms, and AI-assisted analysis to build concise, high-impact reports and executive presentations that drive decisions and demonstrate CipherHealth's value.