Role Description This role is a visionary leader experienced health system advisor, master communicator and relationship developer, dedicated to scaling the growth opportunities of our smaller volume accounts. As a leader in the Customer Success organization, this manager will lead a team responsible for ensuring each client experiences the full value Cardinal Health brings to their pharmaceutical supply chain through their customer journey. This leader is responsible for developing and guiding a team hyper-focused on meeting or exceeding customer needs, turning customers into partners, delivering on customer agreements, and building sustainable, growth-oriented account management solutions. Responsibilities: - Team Leadership & Development: - Directly manage, coach, and develop a team of Account Specialists (supporting primary business under $20M) and Secondary Account Specialists (supporting secondary accounts of all sizes). - Foster a high-performing, customer-centric team culture that aligns with Cardinal Health’s mission and values. - Provide ongoing mentorship, performance feedback, and support to front-line employees to ensure they have the tools needed to succeed. - Strategic Account Management: - Design and execute a comprehensive, scalable account management strategy specifically tailored to our Growth Accounts. - Serve as an escalation point for complex customer inquiries, ensuring rapid and effective resolution. - Business Development & Lead Generation: - Listen to customer needs to uncover opportunities for Cardinal Health to provide additional value to their organization with our solutions portfolio. - While not a sales specific role, the position will partner with sales and solutions teams to generate qualified leads, positioning Cardinal Health solutions that solve specific challenges for these growing healthcare systems. - Track and report on key performance indicators (KPIs) related to account retention, customer satisfaction, and solution adoption. - Cross-Functional Collaboration: - Collaborate closely with Customer Success and other functional leaders to ensure strategic alignment across the broader Customer Success organization. - Act as a voice of the customer internally, advocating for process improvements and resources that benefit Growth Accounts. Qualifications - Advanced experience in account management, customer success, or sales, preferably within the healthcare, pharmaceutical, or medical device distribution industry. - Advanced knowledge of Pharmaceutical Distribution (including specialty Pharma) services and systems. - Proven track record of people leadership and team development. - Any experience managing organizational change is a major plus. - Demonstrated ability to build and execute strategic account plans that drive revenue retention and growth. - Strong analytical skills with the ability to identify trends, generate leads, and make data-driven decisions. - Strategic vision. Ability to move beyond maintaining the day to day to not only identify opportunities, but create new processes, deploy new ways of working and upsell. - Excellent communication and interpersonal skills, with a passion for delivering exceptional customer experiences. Requirements - Anticipated salary range: $87,700 - $137,830 - Bonus eligible: Yes Benefits - Medical, dental and vision coverage - Paid time off plan - Health savings account (HSA) - 401k savings plan - Access to wages before pay day with myFlexPay - Flexible spending accounts (FSAs) - Short- and long-term disability coverage - Work-Life resources - Paid parental leave - Healthy lifestyle programs

Role Description As a Customer Success Manager at Puzzle, you'll work closely with founders and SMBs to ensure they get up and running quickly and successfully on Puzzle. You'll guide customers through onboarding, provide product education, answer workflow questions, and act as a trusted partner as they manage their financial operations on our platform. This role is highly relationship-driven and requires someone who is comfortable working with founders and small teams who may not have deep accounting expertise. You'll play a key role in driving product adoption, customer satisfaction, and retention while helping customers navigate accounting workflows and financial tooling. What You'll Do - Customer Onboarding & Adoption - Guide new customers through onboarding and implementation, ensuring a smooth transition onto the Puzzle platform - Deliver product training via video calls, demos, and written resources - Serve as a trusted advisor to founders and operators as they adopt modern financial tooling - Customer Relationship Management - Build strong relationships with founders, operators, and finance leaders - Answer product questions, troubleshoot workflow challenges, and ensure customers are getting value from Puzzle - Monitor customer health and engagement to proactively address issues and improve adoption - Cross-Functional Collaboration - Work closely with Product, Engineering, and Support teams to escalate issues and advocate for customer needs - Share customer feedback and insights that help shape product improvements - Collaborate with internal teams to improve onboarding materials, help documentation, and customer education resources Qualifications - 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS - Understanding of accounting concepts and financial workflows - Strong communication skills with the ability to explain complex concepts in simple terms - Comfortable guiding customers through software onboarding and workflow setup - Proactive self-starter with an ownership mindset, and high attention to detail in a fast-moving environment Nice-to-Haves - Familiarity with accounting tools such as QuickBooks, Xero, NetSuite, or similar platforms - Experience working at a fintech, financial SaaS, or accounting technology company Benefits - Competitive compensation - 100% paid employee health, dental, and vision plans - 10 observed holidays and a flexible PTO policy so you can recharge - $1000 home office budget to get you set up for success - $2400 co-working budget for face time with your colleagues - $600 learning and development budget - 401K so you can save for your future - And much more

• Serve as the senior architect of CS operational infrastructure • Own operational frameworks, renewal motion architecture, CS platform infrastructure, and data governance model • Work in close partnership with CS leadership to operationalize, adopt, and continuously improve CS workflows, platform configuration, and KPI data infrastructure • Identify risk, execute renewal plays, capture data, and drive expansion.

• Be responsible for proactively driving adoption, product utilization, retention, and customer satisfaction, developing customers into advocates across all accounts. • Success of this role is defined by the customer deriving continuous value from RapidDeploy products and working with key executives to plan for a successful, long-term and fruitful relationship. • CSMs will also be responsible for tracking and securing customer renewals as part of long-term customer relationship management activities. • In this role, you will closely partner with Delivery (Project Management and Implementation), Support, Account Management, Product and work cross-departmentally to help identify expansion opportunities.