• Serve as the primary point of contact for CPQ (Configure-Price-Quote) support on the CS side—troubleshooting quoting issues, managing cases promptly, and ensuring a seamless quote-to-cash process • Own and execute a comprehensive Gainsight overhaul—audit, debug, and rearchitect our Customer Success platform to align with customer journey best practices and drive adoption, renewal, and expansion outcomes • Build and maintain lifecycle processes, playbooks, and automation rules in Gainsight that support customer outcomes and business growth • Assist with end-of-quarter CS compensation reports and audit process • Create and coordinate key reporting for leadership, translating data and insights into executive dashboards on customer adoption, renewals, expansions, and churn • Partner with Product and Data teams on usage analytics initiatives to provide visibility into customer health and inform the adoption journey • Support internal change management activities for standard processes and tools across customer-facing teams • Understand and prioritize the needs of Customer Success, Support, Onboarding, and Customer Marketing teams to inform a cohesive operational strategy

- Help customers with their trading and administrative issues to full resolution in a pro-active manner to ensure customer experience remains positive. - Be aware of financial market news and upcoming events to be anticipatory and informative with the customer base to deliver a higher-than-expected service. - Update all records of client interactions in the CRM and associated systems throughout the day and to departmental standard. - Ensure that you act with adherence to all relevant regulatory requirements.

• Drive Customer Success outcomes • Lead your team to deliver outstanding experiences that drive strong customer retention, expansion, adoption, and referrals • Increase customer lifetime value through success plans, customer satisfaction, and overall health scores • Leverage reporting to develop data-driven insights and success plays based on customer behavior • Drive a proactive NPS, at risk program, and other initiatives and measures to prevent customer attrition • Sponsor customer escalations by working with the customer and teams across the company to address the issue in a mutually beneficial way. • Drive a standardized, proactive outreach and reactive interventions for various points in the journey by identifying opportunities to encourage feedback loops and continuous improvement. • Be a customer champion through collaboration with other organizational leaders to incorporate customer needs and requests into insightsoftware's defining business objectives • Partner with peers to scale processes in on boarding, training, success management, support, and customer advocacy • Increase opportunities for expansion and up-sells by creating a bridge between Account Management, Direct Sales, Professional Services, and Customer Success teams • Develop and present metrics to measure the effectiveness of Customer Success in meeting company and team goals. • Ensure team adherence to governance policies and effective use of internal CRM systems to accurately reflect the status of customer accounts, thereby influencing downstream reporting requirements. • Regularly extract and analyze data to generate renewal forecasts, identify issues, and proactively implement corrective action plans.

• Configure, build, and deploy a variety of CRM bonuses (e.g., deposit bonuses, free spins, cashback) within the back office according to approved campaign briefs. • Ensure the precise setup of all bonus parameters, including wagering requirements, player eligibility rules, expiration dates, and segmentation logic. • Act as the operational execution arm for the CRM team, managing incoming setup requests and prioritizing them to meet campaign timelines and SLAs. • Conduct rigorous internal testing prior to deployment to verify that bonuses trigger correctly and all qualification logic functions as intended. • Collaborate seamlessly with CRM strategists to ensure operational setups align perfectly with campaign objectives and brand promotional guidelines. • Operate and manage the bonus engine and promotional tools, taking the lead on troubleshooting any configuration issues that arise in the back office. • Support the CRM QA team in validating final bonus setups and mechanics before they are released to players. • Follow established procedures and checklists, maintain clear documentation of bonus configurations, and proactively contribute to the improvement of internal workflows.