• Lead, coach, and develop a team responsible for onboarding complex, enterprise, and strategic customers • Oversee end-to-end onboarding projects to ensure a positive, consistent customer experience • Partner closely with Sales leaders and Business Development teams • Manage team workload, priorities, and metrics • Act as escalation point for complex customer issues • Lead change management within go-to-market models • Use data to identify trends, coaching, and process improvements • Design scalable onboarding solutions • Balance customer satisfaction with operational efficiency

Role Description The Enterprise Client Success Manager is responsible for ensuring Clearwave’s largest enterprise clients achieve measurable outcomes with our solutions. This role is focused on driving product adoption, delivering strong performance outcomes, and fostering long-term client relationships – resulting in client retention, expansion, and advocacy. Key Responsibilities - Client Outcomes & Value Delivery - Own the overall success and measurable outcomes for enterprise accounts, including all brands within that enterprise account. - Develop and maintain client success plans aligned with customer business objectives. - Ensure clients realize the expected value and ROI from our solutions. - Monitor adoption, usage, and performance metrics regularly to proactively drive improvements. - Serve as the escalation point for strategic client issues. - Relationship Management - Build and maintain trusted relationships with senior client stakeholders and decision-makers. - In collaboration with Sales conduct regular executive business reviews (EBRs) to align goals, results, and future opportunities. - Act as the primary liaison between clients and internal teams. - Client Retention & Growth - Identify risks to renewal early and implement mitigation strategies. - Identify opportunities for expansion, cross-sell, or upsell that align with client value. - Partner with Sales and Product teams to ensure continued client satisfaction and growth. - Cross-Functional Leadership - Serve as a key collaborator on new initiatives within and beyond Client Success. - Coordinate with Product, Support, Sales, and Operations to ensure a seamless client experience. - Advocate internally for client needs, product improvements, and strategic priorities. - Provide feedback loops from clients to influence product roadmap and service delivery. Key Performance Indicators (KPIs) - Product adoption rates - Product utilization rates - Client outcome achievement - Net Promoter Score (NPS) - Client retention rate Qualifications - Required - 10+ years of experience in Client Success, Account Management, or Strategic Consulting. - Experience managing enterprise or strategic accounts. - Demonstrated success driving client retention and expansion. - Detail-oriented with the ability to establish and enforce accountability through specific programs and initiatives. - Exceptional executive-level communication and relationship management skills. - Willingness to travel up to 25%. - Preferred - Experience leading executive business reviews. - Background in SaaS, technology, consulting, or data-driven solutions. - Ability to translate complex solutions into measurable business value. - Strong analytical and problem-solving skills. Key Competencies - Executive presence - Strategic thinking - Commercial acumen - Client advocacy - Cross-functional leadership - Outcome-driven mindset What Success Looks Like - Clients consistently understand and achieve measurable business outcomes powered by Clearwave. - Strong, trusted relationships exist with both operational and executive stakeholders. - Clients are highly engaged, well-supported, and vocal advocates for Clearwave. - High client retention driven by demonstrated value, not reactive save efforts. - Risks are identified and addressed proactively, before they escalate to churn threats.

• Conduct discovery calls and product demos with real estate brokers and agents • Present and sell AI-powered CRM solutions tailored to client needs • Handle objections and negotiate pricing and terms • Close deals and achieve monthly sales targets • Follow up with warm and qualified leads • Maintain accurate pipeline and deal tracking in CRM • Collaborate with appointment setters and sales team • Provide feedback to improve sales strategy and messaging

• Act as a liaison between customer and Instructure • Cultivate an exceptional member experience by exceeding your member’s expectations through high value-add, consultative engagements • Meet with Parchment members to tie Parchment products and services to business strategy, uncover business needs, and capture leads to help grow the account • Craft appropriate member strategies to build a deep rolodex of relationships at all levels in your member’s organization and across Parchment’s functions that you can leverage to achieve goals • Be an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to members. • Demonstrate a mastery of Parchment’s products and services, their capabilities and how they solve member business problems. Represent these accurately to members. • Manage a book of business of 200-250 accounts. To include: • Assisting the renewal team with negotiations and retention of existing members • Expanding the value of existing members through price increases, expansions, and cross selling • Effectively working cross-functionally with fellow Parchies • Collaborate with Account Executives for cross selling, product knowledge, relationship building • Overseeing the commercial motion: quoting, negotiating, closing contracts, and accurately forecasting revenue • Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals • Occasional travel required for member meetings/events and industry conferences