• Own a portfolio of Salesforce clients (typically $3M–$8M in annual bookings) • Be accountable for growth, retention, and overall account health • Act as the primary relationship lead across multiple engagements • Build and execute account plans that lead to real expansion over time • Identify and lead upsell and cross-sell opportunities • Build account plans focused on growth • Spot gaps where Verndale can add value • Work with teams to turn opportunities into revenue • Run focused sales plays across your portfolio • Build relationships with Salesforce Account Executives • Partner to identify and co-sell opportunities • Join account planning and pipeline discussions • Align work with Salesforce priorities • Position Verndale as a trusted Salesforce partner • Ensure the client experience is consistent and high quality • Bring together cross-functional teams • Spot and resolve issues early • Keep teams aligned on priorities • Step in when needed to keep things moving • Build relationships with senior stakeholders • Act as a trusted advisor • Lead strategic conversations • Communicate clearly and consistently • Monitor revenue, forecasts, and margins • Lead renewal and pricing discussions • Ensure clients understand value • Stay accountable for financial performance • Mentor Client Success Managers • Promote strong collaboration • Help improve account management practices

• Own onboarding and time-to-first-value for every Roebling customer, partnering with Process Engineering on the technical build-out and with Sales / Solutions Engineering on the deal-to-delivery handoff • Run the post-sale relationship for every customer — sit in on working sessions, drive adoption of the platform across the customer's team, and identify and unblock the things keeping them from getting full value • Turn each deployment into a working playbook: what works, what doesn't, what reusable assets we need, what the next deployment can lean on • Build the early version of customer health — a clear-eyed, low-overhead view of which accounts are getting value, which aren't, and what we need to do about it • Surface expansion signal: spot when a pilot is ready to scale or when an adjacent team, plant, or geography is showing pull, and hand it cleanly to Sales • Be the voice of the customer back into Product and Engineering — structured, prioritized, evidence-based feedback that shapes the roadmap based on what real customers are doing on real projects • Run executive-level cadence with our customers: working reviews, periodic check-ins, and exec alignment when the relationship calls for it • Travel meaningfully to customer sites — at this stage, deployment depth comes from being in the room

• Play a key role in shaping the Agent Success function and laying the groundwork for how it operates at Decagon • Build meaningful and long-lasting partnerships with our customers, and act as your customers' strategic advisor • Co-pilot with your customers throughout their deployment journey, from early stages of project scoping all the way to full adoption and value realization • Continuously learn and upskill your expertise in our product features and functionality, as well as wider AI industry context to become an expert in best practices • Expertly communicate with customer stakeholders, from individual contributors all the way to C-level executives • Identify and support new projects and initiatives to best support our team and customers • Collaborate with Agent Product & Engineering teams to identify technical improvement opportunities and influence the product roadmap based on customer needs

• Provide exceptional customer support to payroll clients via phone, email, and chat • Gather, enter, organize, and manage migration and onboarding data accurately • Manage customer accounts and ensure timely onboarding through the customer success program • Maintain detailed and accurate records of customer interactions, delivering data-driven insights to support business decisions • Perform initial troubleshooting and triage of customer issues, escalating complex cases when necessary • Proactively identify and resolve potential customer concerns before they escalate • Develop and maintain expert knowledge of Hourly’s software products, payroll processes, and the insurance industry • Support and process U.S.-based payroll operations with accuracy and attention to compliance requirements • Communicate clearly, professionally, and effectively in both written and spoken English across all customer interactions • Build strong client relationships by delivering a positive, solution-oriented customer experience • Collaborate cross-functionally with internal teams to ensure customer success and satisfaction throughout the client lifecycle