• Serve as the primary relationship owner for assigned partners, including affinity groups, veterinary platforms, shelter/rescue organizations, and pet ‑ focused brands. • Act as a trusted, consultative post ‑ sale partner, supporting operational execution, marketing alignment, program performance, and long ‑ term success. • Own and execute partner ‑ level go ‑ to ‑ market (GTM) plans in close partnership with Partner Marketing, coordinating on agreed ‑ upon marketing priorities, campaigns, and timing to support partner launches, engagement, and ongoing growth. • Lead onboarding, implementation, and launch activities for new partners, including kickoff sessions, timelines, training, integrations, and communication alignment. • Build and maintain strong relationships with partner executives, program owners, practice leaders, shelter leadership, and distribution stakeholders. • Coordinate ongoing partner engagement including performance reviews, reporting, training, marketing initiatives, and program updates. • Analyze performance trends and identify opportunities to improve enrollment, education, distribution, and overall partner experience. • Partner cross ‑ functionally with Marketing, Operations, Product, Compliance, Finance, Sales, and IT to support partner needs and resolve issues or escalations. • Support renewal readiness by preparing insights, recommendations, and performance summaries to drive retention.

• Develop and execute on a comprehensive lifecycle strategy (email + SMS) to optimize for onsite list growth, activation, retention, revenue and engagement throughout the customer journey • Strategy Roadmap & monthly presentations • Build out and own lifecycle roadmap, including evidence based testing initiatives to ensure performance is always being maximized • Collaborate with designers, specialists and clients, gaining and applying feedback from key stakeholders • Maintain performance and health of email + SMS channels with regard to audience segmentation, content, list hygiene, and deliverability • Complex Klaviyo logic, production & technical support • Reporting & Insights development • Client Happiness Account & Scope Management

• Key point of contact for clients and advisors, ensuring client satisfaction and retention of their book of business • Responsible for following up with clients on year-end data collection, 5500 filings, lost earnings, deposits for submission, Form 5330 filings, document and amendment signatures, service agreement signatures, and other outstanding annual requirements • Monitor and report on project status, missed deadlines, and outstanding tasks using PensionPro and other reporting tools • Ensure timely and professional responses to client communications, follow up on escalations and unresolved inquiries, assist clients in understanding fiduciary responsibility and keeping them informed of regulatory and legislative updates, and collaborate with Retirement Plan Consultants (RPCs) on plan amendments if needed • Assist in the cross-selling of complimentary Definiti services • Coordinate with RPCs to verify project launches and task handoffs, and maintain oversight of plan wrap-up activities • Assist with implementation and conversion processes in partnership with New Business Implementation (NBI) by collaborating with NBI and other teams as needed • Assist, as needed, with updating recordkeeping platforms and other tasks associated with client service • Lead annual client reviews and meetings, providing proactive engagement and support for document-related issues • Maintain accurate documentation and records for compliance and audit purposes • Work in conjunction with all departments across Definiti to ensure client and advisor satisfaction and exceed retention goals • Identify and engage with high-risk clients to mitigate any controllable client losses • Contribute to the ongoing development and refinement of Client Success Manager processes and best practices • Lead POD-level coordination and continuity of client experience • Coach and mentor CSMs across PODs • Identify service gaps and process improvements • Partner closely with Sales, Operations, and Leadership on retention strategies

• Key point of contact for clients and advisors, ensuring client satisfaction and retention of their book of business. • Responsible for following up with clients on year-end data collection, 5500 filings, lost earnings, deposits for submission, Form 5330 filings, document and amendment signatures, service agreement signatures, and other outstanding annual requirements. • Monitor and report on project status, missed deadlines, and outstanding tasks using PensionPro and other reporting tools. • Ensure timely and professional responses to client communications, follow up on escalations and unresolved inquiries, assist clients in understanding fiduciary responsibility and keeping them informed of regulatory and legislative updates, and collaborate with Retirement Plan Consultants (RPCs) on plan amendments as needed. • Assist in the cross-selling of complimentary Definiti services. • Coordinate with RPCs to verify project launches and task handoffs, and maintain oversight of plan wrap-up activities. • Assist with implementation and conversion processes in partnership with New Business Implementation (NBI) by collaborating with NBI and other teams as needed. • Assist, as needed, with updating recordkeeping platforms and other tasks associated with client service. • Lead annual client reviews and meetings, providing proactive engagement and support for document-related issues. • Maintain accurate documentation and records for compliance and audit purposes. • Work in conjunction with all departments across Definiti to ensure client and advisor satisfaction and exceed retention goals. • Identify and engage with high-risk clients to mitigate any controllable client losses. • Contribute to the ongoing development and refinement of Client Success Manager processes and best practices. • Play an active role in POD effectiveness and client retention. • Mitigate risk and client issues by anticipating and identifying issues before escalation.