• Lead the day-to-day management of a portfolio of digital marketing clients and campaigns • Coordinate campaign execution across internal teams including Creative, Data Operations, Tracking & Attribution, Digital Operations, and Enrollment Marketing to ensure campaigns launch accurately and on schedule • Manage campaign timelines, deliverables, approvals, and operational workflows to maintain a seamless client experience and ensure alignment across departments • Monitor campaign pacing, performance, and key KPIs while proactively identifying optimization opportunities related to targeting, creative, budget allocation, audience strategy, and conversion performance • Analyze reporting data and platform insights to develop strategic recommendations and communicate campaign performance clearly to clients and internal stakeholders • Lead recurring client meetings, performance reviews, onboarding discussions, and strategic planning conversations focused on achieving enrollment and marketing objectives • Troubleshoot campaign, tracking, reporting, or operational issues while coordinating timely resolution across internal teams and external partners • Identify opportunities to strengthen client relationships, support renewals, expand campaign scope, and introduce additional digital marketing strategies aligned with client goals • Collaborate cross-functionally to improve internal workflows, operational efficiencies, communication processes, and scalable service delivery standards • Stay informed on digital marketing trends, platform capabilities, attribution methodologies, audience strategies, and industry best practices to continuously improve campaign strategy and client outcomes

• Manage and grow relationships with assigned customer accounts, acting as the primary post-sale point of contact • Develop and execute customer success plans focused on adoption, retention, and long-term value realization • Identify opportunities for account growth, expansion, and increased platform utilization • Partner with Sales, Support, Product, and Implementation teams to resolve customer challenges and drive successful outcomes • Conduct regular business reviews and customer check-ins, providing insights, recommendations, and ROI-focused guidance • Monitor customer health metrics and proactively address risks to retention or engagement • Maintain strong renewal performance while contributing to upsell and expansion goals • Advocate for customer needs internally and provide feedback to support continuous product and process improvement

Role Description As a Customer Success Manager I (CSM I), you will serve as a trusted advisor to our customers, helping them maximize the value of our solutions while supporting their safety, compliance, and operational goals. You will build strong client relationships, drive product adoption, and partner cross-functionally to deliver an exceptional customer experience. Location: US-based Remote Key Responsibilities - Manage and grow relationships with assigned customer accounts, acting as the primary post-sale point of contact - Develop and execute customer success plans focused on adoption, retention, and long-term value realization - Identify opportunities for account growth, expansion, and increased platform utilization - Partner with Sales, Support, Product, and Implementation teams to resolve customer challenges and drive successful outcomes - Conduct regular business reviews and customer check-ins, providing insights, recommendations, and ROI-focused guidance - Monitor customer health metrics and proactively address risks to retention or engagement - Maintain strong renewal performance while contributing to upsell and expansion goals - Advocate for customer needs internally and provide feedback to support continuous product and process improvement Qualifications - 2+ years of experience in Customer Success, Account Management, SaaS support, or a related client-facing role - Proven ability to build strong customer relationships and support retention, renewal, or growth objectives - Strong communication, presentation, and problem-solving skills with the ability to engage a variety of stakeholders - Experience managing multiple customer accounts and priorities in a fast-paced environment - Proficiency with Salesforce, Gainsight, HubSpot, or similar CRM/customer success platforms - Comfortable analyzing customer usage data and translating insights into actionable recommendations - Highly collaborative mindset with experience working cross-functionally across Sales, Support, Product, and Implementation teams - Bachelor’s degree or equivalent professional experience Preferred Qualifications - Experience working in a SaaS environment - Exposure to EHS (Environmental Health & Safety), compliance, workforce management, or related industries - Ability to effectively communicate with senior leaders and executive stakeholders - Experience conducting business reviews, onboarding sessions, or customer training - Familiarity with renewal, adoption, and customer health metrics such as NRR, churn, and product utilization Benefits - All the coverage you would expect: health, dental, vision, etc. - Flexible work hours. We work hard, but understand that people are most productive when they can manage their own schedules and work/life balance - Learning & Development Program. We are committed to helping you succeed as you grow your career. Plus, you have unlimited access to the HSI LMS and library of career development training! - Work-from-home options. Where you work from is up to you - Vacation time. Take the time you need when you need it - Retirement benefits. We want to support your future and offer a generous $1:$1 company match

• Lead the planning and advisory for Enterprise Edition (EE) upgrades, identifying technical hurdles early to ensure smooth transitions. • Maintain detailed documentation of customer implementation details, including architecture diagrams, version numbers, and topology info. • Perform regular architecture reviews and performance tuning to identify trends and develop action plans that prevent "Technical Churn". • Lead and own technical action items for Quarterly Business Reviews (QBRs) and weekly case reviews to align Couchbase outcomes with customer business goals. • Work alongside Support Engineering during active incidents, providing the deep architectural context necessary to expedite resolution. • Act as the primary point of contact for technical communications during a support ticket’s lifecycle, keeping customer teams informed on progress. • Own the post-incident recovery process, involving the Root Cause Analysis (RCA) and recommending medium-to-long term fixes to prevent recurrence. • Serve as an interface to Product Management and Engineering, advocating for customer requirements and feeding real-world feedback back into the roadmap. • Partner closely with Customer Success Managers (CSMs) and Account Teams to identify expansion opportunities and ensure the value of the Platinum Support tier is fully realized.