• Manage a Mid-touch client portfolio, taking responsibility for customer health, adoption, renewals and expansion; • Conduct strategic meetings focused on extracting value from the product and identifying growth opportunities; • Monitor customer health indicators (health score, usage, NPS) and act proactively on churn risks; • Perform data analyses to identify success patterns and propose improvements to the customer journey; • Collaborate with Product, Onboarding and Sales teams to ensure an integrated experience; • Propose and develop, with leadership support, improvements to playbooks, processes and best practices that scale with the team; • Participate in strategic projects for continuous improvement and innovation in the area; • Maintain a digital mindset, be curious about new technologies and interested in understanding how Artificial Intelligence can transform processes, experiences and results.

• Lead the audit, organization, and standardization of internal documentation to improve clarity and accessibility across the team • Document key processes, systems, and workflows by working closely with team members to capture how things actually operate • Contribute to improving partner-facing resources by auditing existing materials and identifying gaps, inconsistencies, or outdated content • Draft and update content for partner resources, ensuring messaging is clear, accurate, and aligned with Kiva’s voice • Coordinate with cross-functional teams, including Marketing and Creative, to update and refine partner-facing materials • Help ensure consistency across internal and external content, including messaging, structure, and design • Scope and design an internal partnership library or AI agent • Provide operational support during high-volume periods, including assisting with the partner help queue • Support reporting scheduling needs as needed • Contribute to additional projects related to documentation, content development, and partner experience

• Serving as the main point of contact for Lytx clients • Managing assigned client relationships throughout the client lifecycle, from deployment through renewal • Designing a program solution that best meets client needs • Educating clients on best practices • Focusing on change management and user adoption • Building strong relationships resulting in high levels of client engagement • Designing and configuring the platform during deployment to meet client needs • Acting as a subject matter expert on topics including change management and risk management • Working with cross-functional teams to ensure smooth execution of installations, training, and customer support • Creating and delivering effective onsite and web-based training • Presenting data analytics highlighting program performance to executive level clients • Providing day-to-day support to Safety Leaders • Partnering with the Account Team on expansion opportunities and renewal efforts • Working to mitigate churn • Serving as a point of escalation for Client issues & internal team needs • Responsible for delivering high levels of customer satisfaction • Contributing to the development and enhancement of internal processes & consulting strategy • Assisting in managing or leading special projects as needed

• Manage a high‑volume book of SMB and mid‑market accounts • Drive engagement through scaled touchpoints rather than manual check‑ins • Prioritize accounts based on health, risk, and opportunity • Ensure customers launch successfully and reach early time‑to‑value • Monitor usage and proactively intervene when accounts stall • Partner with onboarding to ensure smooth, consistent handoffs • Design and execute scalable programs such as email sequences, webinars, and in‑app engagement flows • Build repeatable playbooks for onboarding, adoption, and renewal • Continuously improve processes to support more customers efficiently • Identify at‑risk accounts early using health signals • Take proactive action to reduce churn and improve customer outcomes • Support renewal motions through ongoing engagement and value reinforcement • Use tools like Vitally, Intercom, and CRM data to manage your book • Track key KPIs including adoption, engagement, churn risk, and retention • Share insights with the team to improve product, processes, and customer experience • Other duties as assigned.