Role Description We are seeking a dedicated and passionate person to join our Customer Success Team. In this role, you will deliver exceptional support via email, phone, and webcast to ForeFlight users around the world. Ideal candidates possess a deep enthusiasm for aviation and are eager to share this passion with our customers. Strong technical skills are essential, as you will be working with MacBooks, iPhones, iPads, and websites to provide comprehensive technical assistance. This is a remote role within the US. - Analyze customer lifecycle data to derive insights and make clear, actionable recommendations for customers and business partners. - Identify root causes, propose solutions, and deploy cross-functional support, where necessary, to resolve issues. - Manage customer goals, conduct regular business reviews (monthly or quarterly), and ensure customer satisfaction. - Accelerate customers through the customer lifecycle by developing detailed account plans. - Board and train customers to maximize the potential of our software offerings. - Identify growth opportunities and assist the sales team in driving the pipeline. - Provide responsive, knowledgeable, and efficient support, delivering Best In Class Pilot Support. Qualifications - Pilot or Dispatcher Experience, including military experience, is essential. - Experience in software and technical support. - Minimum of 5 years in customer success or similar role. - Excellent verbal, written, and communication skills with the ability to present compelling customer stories. - Ability to create and manage a continuous experience improvement program (scope, milestone, engagement, execution, and change management). - Understanding of various technical architectures and operating systems. - Detail-oriented with excellent follow-up skills. - Proficient in both Microsoft and Google suite products. - Associate or Bachelor’s degree in a related field, or equivalent combination of training, education and experience. - Experience with FAA/EASA regulations and flight planning desired. Benefits - Medical, dental, vision insurance with Employer paid health premiums. - Open PTO Policy. - 401(k) with up to 10% company matching and immediate vesting. - 12 Weeks Paid Parent Leave. - Flight Training Rewards. - Pay is based upon candidate experience and qualifications, as well market and business considerations: Summary Pay Range: $51,000-$62,500.

• Develop, maintain, and grow strong relationships with the existing customer base, primarily farmers and agricultural businesses, while identifying and acquiring new customers in the region. • Build, manage, and expand partnerships with local plastic manufacturing partners to ensure reliable production capacity, quality standards, and timely delivery. • Identify and establish demonstration and trial sites in collaboration with growers and manufacturing partners to validate and showcase technologies under local crop and climate conditions. • Coordinate and monitor trial performance, ensuring proper installation, usage, and agronomic data collection to accurately measure plant response and environmental outcomes. • Support and train distributor and partner teams to effectively communicate the agronomic and economic benefits of technologies to growers. • Engage directly with growers and farm managers to interpret trial results, share insights, and encourage correct application and long-term adoption of the technology. • Represent our client at field days, technical workshops, and horticultural fairs to build awareness and trust among the grower community. • Provide structured feedback to management on trial performance, grower experience, and market trends to inform product development and regional strategy.

• Lead and develop a team of 4 Customer Success Managers • Drive a high-performance culture through coaching and structured feedback • Act as primary escalation point for customer portfolios • Collaborate with Sales, Support, and Marketing teams to ensure customer satisfaction • Champion customer satisfaction, retention, and expansion

Garner’s mission is to transform the healthcare economy, delivering high-quality and affordable care for all. We are fundamentally reimagining how healthcare works in the U.S. by partnering with employers to redesign healthcare benefits using clear incentives and powerful, data-driven insights. Our approach guides employees to higher-quality, lower-cost care, creating a system that works better for everyone. Patients achieve better health outcomes, employers spend healthcare dollars more effectively, and physicians are rewarded for delivering exceptional care rather than performing more procedures. Garner is one of the fastest-growing healthcare technology companies in the country. Our products are trusted by the most sophisticated employers and providers in the industry, and we are building a team of talented, mission-driven individuals who are motivated to make a meaningful impact on healthcare at scale. About the role: We are seeking an exceptional Senior Client Success Manager to join our Client Success team. This role will report to the Director of Client Success (large market). The Senior Client Success Manager plays a critical role in driving engagement, satisfaction, and retention across a high-volume large market book of business (1,000–4,999 lives). As the primary owner of day-to-day client and broker relationships, this role ensures clients realize ongoing value from Garner while proactively identifying risks and opportunities across the portfolio. By combining strong relationship management with disciplined execution and cross-functional partnership, this role directly impacts client success and long-term retention. Where you will work: Garner is headquartered in NYC, but this position is available for individuals who are comfortable with remote work and occasional travel to HQ. Ability to travel up to 25% of the time. What you will do: - Own and manage large market client and broker relationships across a high-volume book of business (25-30 accounts), ensuring a consistently high-quality client experience. - Deliver an exceptional client experience by executing key workflows, monitoring account health, and proactively addressing risks. - Track and analyze client success KPIs, translating insights into action plans that drive engagement and retention. - Develop and execute engagement plans aligned to client goals, ensuring timely delivery of all initiatives and commitments. Assume full ownership of all engagement-related KPIs. - Manage multiple concurrent client projects with strong attention to detail, maintaining clear timelines, priorities, and deliverables. - Collaborate cross-functionally with Strategic Account Management, Sales, and Concierge (Member Services) to meet client needs, triage issues, and achieve engagement goals. - Lead client meetings and communications with key stakeholders and broker partners, providing education, insights, and actionable recommendations. - Represent the company in virtual and in-person client-facing sessions (up to 25% travel). Develop and deliver high-quality client reports, presentations, and educational sessions. The ideal candidate has: - 5+ years of experience managing a large, high-performing B2B book of business, with a proven track record of driving engagement, client satisfaction, and NRR; preferably in the healthcare and benefits industry. - Demonstrated client management expertise, including ownership of executive relationships and day-to-day account management, as well as navigating complex client and broker stakeholder environments. - Exceptional project management and organizational skills, with the ability to manage competing priorities and execute with precision and strong attention to detail. - Data-driven mindset, leveraging KPIs and client insights to proactively identify risks, optimize engagement, and drive measurable ROI. - Strong executive presence and communication skills (both written and presentation), with a proactive, solutions-oriented approach and a passion for delivering an outstanding client experience in a fast-paced environment. - Possesses a proven track record of curiosity and independent problem-solving, both when navigating client challenges and collaborating cross-functionally with internal teams. - A desire to be a part of a high-performing, mission-driven team that operates with intense urgency, a strong sense of individual accountability, and a commitment to authentic feedback. This is a unique opportunity to join a fast-growing company in a transformative role, helping shape the future of healthcare. Compensation Transparency:The salary range for this position is $120,000 - $140,000. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k) with company match, flexible spending accounts, Teladoc Health and more. Fraud and Security Notice: Please be aware of recent job scam attempts. Our recruiters use getgarner.com and garnerhealth.com email domains exclusively. If you have been contacted by someone claiming to be a Garner recruiter or a hiring manager from a different domain about a potential job, please report it to law enforcement here and to candidateprotection@garnerhealth.com. Equal Employment Opportunity:Garner Health is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Garner Health is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at talent@garnerhealth.com.