• Own and lead the end-to-end CRM function, responsible for driving activation, engagement, and retention through targeted, data-driven messaging. • Define the strategy, execution, and evolution of CRM across key owned channels. • Lead a high-performing CRM team and partner cross-functionally with Product, Analytics, Creative, Social, and Revenue Operations. • Oversee planning and execution of CRM campaigns across all owned channels (email, push, SMS, in-app). • Drive forward real-time messaging capabilities and effectiveness. • Own the CRM testing roadmap, including A/B and multivariate testing strategies. • Collaborate with Analytics to define success metrics, measure lift, and identify growth opportunities. • Build, lead, and develop a high-performing CRM team.

• Partner with clients to achieve their digital training strategy through the 360Learning platform • Map customer’s key business objectives, audit and analyze platform usage to identify opportunities • Review benchmarks and best practices, create action plans to capitalize on those opportunities • Ensure the renewal of contracts by helping customers achieve their desired outcomes • Coordinate resources to address customer requirements (technical, educational, etc.)

• Own a mixed portfolio of named customer accounts while sharing responsibility for scaled Digital Customer Success motions, and proactively guide customers from post-go-live through ongoing adoption, value realization, renewal readiness, advocacy, and growth. • Build strong relationships with key customer stakeholders and develop a clear understanding of each customer’s goals, workflows, priorities, and definition of success. • Lead regular customer touchpoints including strategic reviews, executive business reviews, success planning conversations, and adoption-focused meetings. • Translate product usage, workflow outcomes, and customer feedback into a clear value story that demonstrates business impact and supports ROI discussions. • Partner with customers to define success measures, align on priorities, and create actionable success plans that move their goals forward. • Use both qualitative and quantitative signals to monitor account health, identify risks early, and recommend proactive actions to improve customer outcomes. • Create executive-ready summaries, recommendations, and account plans that help customers and internal teams stay aligned on progress, priorities, and risk. • Partner closely with Sales, Account Management, Implementation, Support, Product, and other internal stakeholders to deliver a seamless customer experience. • Support renewal and expansion conversations by helping ensure customers understand the value of Coconut, are prepared for commercial discussions, and are positioned for long-term success. • Contribute to scaled customer success motions by supporting programs such as webinars, office hours, lifecycle outreach, success resources, and repeatable digital plays when appropriate. • Share customer feedback, recurring themes, product gaps, and workflow insights with internal teams to help improve product direction, enablement, and customer experience. • Contribute to the continued evolution of Customer Success at Coconut through playbooks, templates, process improvements, tooling ideas, and best practices. • Explore emerging technologies, especially AI and LLMs, to better support customers, solve business challenges, and drive stronger outcomes.

• Be the overall program manager. • Proactively identify issues and gaps within platforms, customer, or vendor processes and be empowered to work across Tangoe Teams to provide alternative solutions to maintain a high level of Customer Satisfaction/CSAT. • Balancing the customer advocacy with Tangoe best interest in business strategy. • Taking leadership of all customer calls to ensure appropriate program progression. • Demonstrate understanding of Tangoe products and services to effectively drive valuable strategic conversations. • Create lead generation opportunities while engaging the customer in expansion or enhancements to current solutions. • Effectively track and communicate issues and overall goals with the client. • Attending strategic planning sessions and account reviews with customers as business needs require. • Industry and platform agnostic program management. • Being responsible for notifications and awareness across Tangoe for risk and health of customer portfolio. • Any other duties as directed by your manager.