Role Description The Vice President of Customer Success is responsible for ensuring Reltio customers achieve measurable business outcomes from their investment in Reltio’s cloud-native Context Intelligence AI ready data foundation. This leader will drive value realization and customer adoption of trusted, governed, and connected data as a foundation for operational systems, analytics, and AI. Reltio’s customers are large, complex enterprises undergoing data transformation initiatives across domains such as Customer, Product, Supplier, and multi-domain data unification. Success in this role requires a deep understanding of enterprise data ecosystems, governance maturity, and cross-functional business value realization. The VP of Customer Success will build and scale a global organization that ensures customers not only deploy Reltio successfully, but operationalize it as a mission-critical data platform—driving improved data quality, reduced operational friction, faster time to insight, and enablement of AI-driven use cases. This role owns Gross Revenue Retention (GRR), customer adoption, expansion, and advocacy, and serves as the executive voice of the customer across Product, Engineering, and Go-To-Market teams. Job Duties and Responsibilities - Lead a world-class Customer Success organization capable of supporting Reltio’s growth ambitions which include increased renewal rates and reduced churn. - Accelerate the expansion of our footprint within accounts through cross-sell and upsell. - Improve overall lifetime value through higher product adoption, customer satisfaction and overall health scores. - Accelerate new business growth through greater advocacy and customer reference-ability. - Define and operationalize a value realization framework tied to measurable customer outcomes. - Ensure customers successfully adopt Reltio as a system of record as the foundation for AI driven functions across enterprise data ecosystems. - Define the right structure and account alignment to enable CSMs to be subject matter expertise in support of customers’ business outcomes. - Successfully hire and scale a world-class, global team. - Create a robust process for onboarding and ramping new team members. - Build a culture of continuous learning and development both around best practices as well as build business knowledge to help drive value for customers. - Align the company on a shared view of an ideal customer, including driving a segmentation of our customer base on key dimensions (e.g., business outcomes, industry, scale). - Map customer journey from pre-sales to implementation to go live and value realizations. - Identify critical listening points across the journey and key metrics to measure impact. - Develop clear, repeatable playbooks to drive impact at each step in the journey. - Implement systems and processes to drive continuous improvement at each step of the journey. - Create right processes and metrics to ensure CSMs are driving right account-level activities. - Participate in an executive council of key customers and prospects to help shape and guide product and service improvements. - Define and drive strategy around Customer Councils focused on specific industry or use case topics to drive engagement and thought leadership. - Work with Marketing to create and deliver high-engagement customer conference (virtual, in-person, hybrid) to foster engagement within the customer base and drive thought leadership with prospects. - Other duties and responsibilities as assigned. Qualifications - Relevant Bachelor’s degree; preference for computer science or related degrees. - A proven track record with 15+ years of experience in highly regulated environments including Life Sciences, Healthcare and Financial Services. - Experience with Software-as-a-Service (SaaS)/Platform-as-a-Service (PaaS) and Infrastructure-as-as-Service (IaaS). - Ability to manage influence through persuasion, negotiation, and consensus-building. - Ideally combined background of post-sale and sales experience. - Strong empathy for customers AND passion for revenue and growth. - Deep understanding of value drivers in recurring revenue business models. - Analytical and process-oriented mindset. - Demonstrated desire for continuous learning and improvement. - An enthusiastic and creative leader with the ability to inspire others. - Excellent communication and presentation skills. - Be sure to include any MDM, Cloud, Enterprise, SaaS experience. Benefits - Overall Market Range: $245,000 — $300,000 USD. Company Description Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Role Description Tilt is looking for a Customer Success Manager to join our team and help us scale our business by ensuring we turn every customer into a raving fan. As our newest Customer Success Manager on the Customer Success team, you will: - Engage with decision-makers and key stakeholders to identify, document, and partner on success outcomes tailored to their business. - Partner with internal teams to work through customer escalations to resolve issues and drive long-term customer health and stability. - Prove value and communicate progress on success via qualitative and quantitative data points. - Execute on customer renewal, expansion, and advocacy opportunities. - Ongoing development of your Tilt platform and industry knowledge around leave management and compliance. - Maintain accurate and up-to-date customer records in our CRM while prioritizing opportunity and risk. - Monitor all data and insights associated with the health of Tilt customers and respond with both proactive and reactive plays. - Serve as the “voice of customer” within Tilt, advocating for them across multiple departments and identifying trends for process and product enhancements. - Constantly look for ways we can improve the customer experience and customer success practice and help to develop these improvements. Qualifications - Experience in a customer success or account management role with a proven track record of high customer retention and growth. - Experience with leave of absence in a multistate capacity. - Personable, confident, and empathetic; known for putting others at ease and building trust and rapport quickly. - Methodology and experience in asking customers the right questions to uncover what truly matters to them and their business. - Passion for proving value and partnering with key stakeholders on success. - Self-directed with the ability to manage multiple priorities while maintaining strict attention to detail. - Comfortable jumping into a fast-paced environment and helping to build things. - Ability to use multiple systems at once and learn software quickly. - Thrive in an environment without a lot of structure; autonomous and resourceful. - Fearlessly flexible, curious, and comfortable dealing with ambiguity. - Experience working with a startup and/or B2B SaaS business. Requirements - Health & Family First: Integrate all aspects of life to produce excellent work while caring for what matters most. - Autonomy + Team: Highly organized, managing multiple priorities and deadlines. - Be Curious: Dig in and ask questions when answers are not clear. - Love Our Customers: Lead with empathy and compassion, deeply understanding customers’ needs. - Fearlessly Flexible: Embrace change and navigate ambiguity with confidence. Benefits - Projected annual salary starts at $95,000-110,000 OTE and stock options (ISOs). - Comprehensive medical, dental, and vision benefits paid at 100% for all employees and 50% for dependents. - 401k + match (100% match on the first 3%, 50% match on the next 2%). - $50 monthly to spend on “What Matters Most”. - Responsible Time Off - take what you need, when you need it!

• Maintains a real-time view of all active client accounts and their health status • Tracks leading indicators: usage trends, support ticket volume, missed milestones, NPS signals • Flags at-risk accounts before they escalate • Owns and maintains a client health dashboard or tracking system • Identifies patterns that precede client escalations and intervenes early • Coordinates proactive outreach to clients showing warning signs • Works with Team Leads to resolve issues at the team level before they arise • Maintains a running log of near-misses and lessons learned • Owns the response when a client escalation does occur • Assembles and coordinates the right internal resources (cross-functional) • Serves as the primary point of communication with the client during a crisis • Manages timelines, follow-ups, and resolution commitments • Conducts a structured debrief after every escalation or near-miss • Identifies the process gap that allowed the issue to occur • Bring findings to the VP to close gaps in existing SOPs • Helps operationalize new procedures with Team Leads • Acts as the primary resource and escalation path for Team Leads • Ensures Team Leads have the playbooks, tools, and authority to act • Runs regular check-ins with Team Leads to surface emerging client risks • Coaches Team Leads on client communication and issue resolution

• Lead onboarding and enablement efforts for clinical users, including delivering training, developing educational materials, and supporting adoption strategies across client organizations • Build and maintain strong relationships with clinicians, operational leaders, and executive stakeholders to ensure long-term success and engagement • Gather and synthesize feedback from users to inform product improvements and influence roadmap priorities • Partner cross-functionally with product, engineering, and design teams to represent the voice of the clinician and ensure solutions align with real-world workflows • Track and analyze usage patterns, adoption trends, and outcome metrics to measure success and communicate impact to both internal and external stakeholders • Support go-to-market efforts by contributing to demos, client discussions, and thought leadership around AI in clinical settings