• Partner with sales to complete a comprehensive sales transition process. • Operate as a business partner to your customer and their delivery team by knowing their strategy and plan. • Primary ownership and accountability for driving your customer’s adoption, expansion, satisfaction, and renewal. • Understand customer’s OneStream contractual agreements (Cloud/SaaS, Term, etc.). • Understand customer’s contractual agreements with their delivery team whether it is with a Partner or with OneStream Services (Scope, Timeline, staffing). • Manage and execute the customer’s onboarding process. • Develop strong working relationship with your customer and their delivery team. • Establish and execute cadence-based “Business Review” meetings with your customer. • Identify and mitigate risks that threaten your customer’s satisfaction, growth, or renewal. • Align with Customer Success leadership on regional metrics. • Develop and grow your knowledge of OneStream’s Platform and MarketPlace Solutions and share that knowledge with customers. • Promote awareness of Regional OneStream Communities and customer educational events. • Keep management informed of progress and obstacles on your portfolio of customers. • Actively listen to customers and help them understand how they can get the most value from their investment in OneStream. • Champion your customer’s requests by collaborating with the Customer, their delivery team, and various OneStream departments (Customer Support, Cloud, Technical SME’s, Product Mgmt. etc.). • When necessary, be the respectful challenger to set and manage your customer’s expectations.

• Act as primary contact for B2B/enterprise customers, accountable for driving healthy and constant relationships with key contacts throughout the customer lifecycle - from app launch to renewal. • Ensure customer satisfaction, retention, and success. • Manage escalations, internally and externally, with a focus on customer empathy. • Maintain regular contact with customers to understand their business priorities, monitor their progress toward achieving key results, and continually identify and mitigate risks (relationship, commercial, etc.). • Work with partners to accurately forecast growth and to identify and monitor progress towards shared goals. • Drive adoption of Alpaca features (new and existing) among our Live Partners. • Identify and disseminate best practices and pitfalls. • Represent the partner internally to ensure Alpaca across multiple groups (marketing, product, operations, etc.). • Maintain positive relationships, internally and externally, to drive overall success and overcome obstacles. • Provide internal communication and reporting on overall account status, health, and risk. • Develop a success strategy for ensuring customer success. • Identify areas and consider solutions for improvement/optimization within Alpaca. • Ad-hoc duties and responsibilities as assigned. • Deliver QBRs and executive reports that align customer goals to platform outcomes. • Serve as a trusted advisor to customers’ leadership teams, aligning Alpaca capabilities to their go-to-market strategy. • Own the full customer lifecycle post-signature: onboarding, activation, expansion, and renewal. • Collaborate cross-functionally with Product, Sales, and our Broker Dealer to leverage process understanding to champion partner needs and influence roadmap priorities.

• Receive calls, respond to workflows and chat to answers basic to moderately complex questions from policyholders, medical providers, and sales agents on life, preneed, or health (such as Medicare supplement, dental, vision, hearing, Hospital Indemnity & Ancillary Products) policies such as claims, benefits, and premiums while protecting privacy as outlined by state and federal regulations. • Receive and process basic to moderately complex changes such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations and other related items. • Document all aspects of customer claims to ensure file has all information required to fulfill policyholder and/or provider requests. • Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns, escalating issues appropriately to more experienced peers to resolve more complex issues and assisting peers through chat lines as needed. • Plan, coordinate, and execute basic to moderately complex projects to support the business. • Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching and educational opportunities.

• Lead, mentor, and develop a team of high-performing Client Success Partners (CSPs) • Manage team performance against key performance metrics, including Net Promoter Score (NPS), client health scores, referenceability, and expansion/renewal targets. • Act as an escalation point for complex client issues, guiding the team to resolution while maintaining executive relationships. • Own overall strategic health and success of the PCC client portfolio, including contractual performance guarantees and platform benchmark outcomes • Develop and execute account-level strategies that secure high-value client outcomes and maximize realization of Qventus solution's ROI. • Hold both the CSP team and client stakeholders accountable for executing success plans, driving platform adoption, and achieving targeted operational improvements. • Serve as a visible advocate for Qventus's value proposition, ensuring client stakeholders understand the value of the AI platform. • Drive expansion and cross-sell opportunities within the portfolio by identifying new business use cases and compelling business cases. • Ensure a high rate of client renewal by demonstrating continuous, measurable value and establishing strong executive-level reference accounts. • Collaborate closely with internal teams to translate client needs into product improvements and ensure successful solution deployment.