This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Success Lead focuses on both the strategic management of the account (20%) and concentrates on the tactical operations (80%) by working with the operations team to provide optimal services to the account. The CSL must be able to work effectively and efficiently with both the internal support team and external clients. The CSL acts as the liaison and primary contact for the operations team and escalates any issues to the Customer Success Manager (CSM) as necessary. Assist the CSM with building client relationships within the client enterprise including business development, identifying additional service opportunities and continuous process improvement. What you will do here: - Event Management - Lead Planner / Meeting Owner on events or programs of significance to the customer’s business - Train planners on specific account processes and needs - Analyze/Improve operational systems and processes - Develop and update all account forms and processes to meet client expectations - Track client and individual program budgets to ensure M&IW forecast is attained - Meet with key stakeholders to review time spent on projects - Running client audits with M&IW Controller - Alert meeting owner of any anticipated account/program budget variances - Identify financial opportunities in post program billing - Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity - Ensure on-going client satisfaction surveys, analyze data, and implement continuous improvement processes - Responsible for document accuracy of operations team - Responsible for final reconciliation accuracy and timeliness from planners - Build pro-active relationships with high volume client meeting owners - Lead various internal departments toward desired outcomes as specified in Service Level Agreement - Plan meetings/events for the account as needed - Account Management - Project management with a consultative approach - Contribute to the KPI/SLA Program for the Account - Contribute to the strategic relationship for at least one decision maker - Train planners on specific account processes - Analyze/Improve operational systems and processes - Develop and update all account forms and processes to meet client expectations - Analyze/review time spent on projects vs. management fees for the account - Qualify new meetings (as backup to the CSM) - Register new meetings into Cvent (as backup to the CSM) - Issue resolution with the meeting owners and escalation from the planners (as backup to the CSM) - Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity (as backup to the CSM) - Ensure on-going client satisfaction surveys, data integrity in Lanyon, and implement continuous improvement processes (as backup to the CSM) - Assist accounting in follow-up on past due invoices (as backup to the CSM) - Participate in applicable company and industry activities and events - Business Development Responsibilities - Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners) - Up sell additional M&IW service opportunities - Network with decision makers/management as appropriate - Develop and maintain strong and highly ethical customer relationships - Gain knowledge of competitors’ strengths and weaknesses Qualifications - A minimum of three years of experience in the travel industry, specifically in managing meetings/events - Knowledge of virtual and hybrid event options - Experience with managing the lifecycle of a program, including reconciliation - Knowledge of Cvent is preferred - Train account team/planners on specific account processes and needs - Create/Revise program budgets to ensure M&IW forecast is attained - Run client audits with M&IW Controller - Participate in operations turnover meetings, program briefings and debriefings to ensure account continuity - Review ongoing client satisfaction surveys, analyze data, and implement continuous improvement processes - Accountability for accuracy and timeliness of final reconciliation from planners - Proximity to client headquarters offices preferred - Experience working in a virtual office environment - Must be able to travel 35% of the time, including Internationally - Proven excellent oral and written communication skills in both internal and client-facing environments - Demonstrated track record of successfully managing multiple projects simultaneously - Ability to deliver creative outputs in a constricted timeline while maximizing available resources - Able to provide clear, concise, effective, and professional communications with clients, peers, vendors, and department managers - Wide range of computer skills: - Proficient in Word, Excel, and Internet/social media - Database management programs (proficient in Cvent) - Outlook (email and scheduling) Benefits - Competitive salary - Health, Dental, Vision and Life Insurance options - 401K plan - Paid holidays - Accrued personal time off for vacation and sick leave - Laptop, additional monitor, and mobile phone - Global Giveback program for volunteer service - Remote Office / Work from home, or option to work in our corporate headquarters located near Milwaukee Company Description M&IW is a global event management firm specializing in virtual, hybrid, and in-person experiences of all shapes and sizes as well as consulting and enterprise strategies. As an entrepreneurial organization, we place customers at the center of everything we do and prioritize their needs through our core values of quality, agility, flexibility, and innovation. M&IW is a third generation, privately held, certified Women's Business Enterprise (WBE) in business for more than 50 years. Headquartered in Wisconsin, USA, and supported by a remote workforce across the US and in the UK, China, and Brazil. M&IW provides a portfolio of management services for meetings, events, incentives, conferences, and tradeshows. Those services include Event Management and Design, Event Sourcing, Attendee Registration and Reporting, Event Technology and Production, Creative Services, Event Marketing and Communications, Gifting and Engagement Strategies, Incentive and Recognition Solutions, Group Air Travel, On-Site Execution and Staffing, and Event Analytics. Our consulting and enterprise services include Technology Implementation and Administration, Meeting Policy, Process and Optimization, Third-party Governance, Executive Dashboards and Analytics, and Sustainability Best Practices and Tracking.

• Lead technical onboarding for new enterprise customers, from initial setup through full integration • Work with engineering teams to configure Socket across CI/CD systems, build pipelines, IDEs, and internal tooling • Build repeatable onboarding playbooks, scripts, and automations that reduce time-to-value • Investigate and resolve integration, configuration, and compatibility issues • Respond to customer issues in dedicated Slack channels (you're on-call for these) • Use logs and telemetry to identify root causes and document fixes • Escalate to Engineering when needed and follow through to resolution • Run discovery conversations to understand customer goals and use cases • Translate complex product capabilities into practical, developer-friendly guidance • Conduct architecture reviews and security posture assessments • Deliver workshops, office hours, and deep-dives that drive adoption • Bring technical feedback and field intelligence back to Product and Engineering • Surface patterns that inform roadmap priorities • Contribute documentation and internal tooling to scale the Technical Success practice

• Desenvolver relacionamentos dentro das contas atribuídas em todas as linhas de negócios; • Contribuir com o sucesso do cliente ao longo do seu ciclo de vida, interagindo de forma proativa com as áreas da Clicksign, identificando oportunidades de expansão e redução de riscos de churn; • Monitorar e contribuir com a satisfação, métricas, engajamento e retenção da carteira de clientes, por meio das ferramentas disponíveis propondo ações de melhoria quando necessário; • Contribuir e propor ações de melhoria contínua em prol da melhor experiência e aderência do produto ao cliente, interagindo e compartilhando insights com as áreas internas da Clicksign de Solutions e Produto; • Realizar follow up e registro das demandas para os clientes, por meio dos canais de comunicação oficiais da estrutura; • Potencializar o uso das nossas soluções e/ou serviços, por meio da apresentação das melhores práticas de uso e da elaboração de ações que objetivem o resultado esperado pelo cliente; • Gerir a performance do cliente de grande complexidade no uso dos produtos e serviços, acompanhando os critérios de sucesso do cliente e antecipando possíveis problemas; • Criar e apresentar relatórios de acompanhamento dos principais indicadores do cliente quando necessário.

About Tenpoint Therapeutics Tenpoint Therapeutics is a global, commercial biotechnology company focused on developing groundbreaking treatments to improve vision in the aging eye. Our pipeline includes paradigm-shifting therapeutics for ophthalmic indications with significant unmet medical need, including presbyopia, cataracts, and geographic atrophy. Our lead product, YUVEZZI™, is the first and only dual-agent eye drop for the treatment of presbyopia in adults and was approved by the FDA on January 28, 2026. Presbyopia, the gradual loss of near vision that typically begins around age 45, affects about two billion people globally and 128 million people in the U.S. YUVEZZI™ is expected to be broadly commercially available in the U.S. in Q2 2026. Role Overview We are seeking a Thought Leader Liaison to join Tenpoint Therapeutics to be a trusted medical marketing strategic partner to influential optometrists and ophthalmologists in supporting education, insight generation, speaker development and peer to peer engagement. This is an external facing role responsible for identifying, developing, and sustaining strategic relationships with thought leaders, including Presbyopia and emerging refractive therapies. You will play a critical role in shaping the Presbyopia ecosystem during market development and early commercialization, informing strategy across medical, marketing, and commercial teams. This position covers the Northeast, including the Mid-Atlantic region. Willingness to travel up to 60%-70%. Key Responsibilities Thought Leader Engagement & Development Identify, segment, and prioritize national, regional, and emerging thought leaders across OD and MD communities relevant to presbyopia Build long-term, trust-based relationships with high-influence clinicians, positioning the company as a credible scientific partner. Develop tailored engagement plans aligned to each thought leader’s influence, interests, and developmental stage. Serve as a consistent external presence for the company at congresses, advisory boards, speaker trainings, competitive intelligence and educational programs. Speaker & Faculty Development Support the recruitment, training, and ongoing development of speaker bureau members. Coach speakers on effective scientific storytelling, data interpretation, and audience-specific messaging (within approved content). Senior Director to partner with Medical Affairs and Marketing to align faculty capabilities with educational needs across disease state, mechanism of action, and clinical integration. Scientific Exchange & Insights Facilitate high-quality scientific discussions around clinical data, unmet needs, patient selection, and real-world adoption considerations. Gather and synthesize actionable insights from thought leaders to inform strategy, education, and future evidence generation. Provide feedback to internal stakeholders on emerging trends, objections, and opportunities within the refractive correction landscape. Cross-Functional Collaboration Work closely with Medical Affairs, Marketing, Sales Leadership, and Training to ensure aligned, compliant execution. Contribute to advisory board planning, insight reports, and post-engagement readouts. Support congress strategy through faculty engagement, competitive intelligence, and on-site leadership presence. Experience Bachelor’s degree required Advanced degree (OD, MD, PharmD, PhD, MBA) a plus but not mandatory 8–12+ years of experience in Thought Leader development within pharmaceutical, biotech, or medical device environments, with significant external HCP engagement relevant to presbyopia. Prior experience in Medical Affairs, KOL Management, Thought Leader Engagement, Training, or Strategic Marketing strongly preferred Background in ophthalmology, optometry, refractive correction, or adjacent vision-care markets highly desirable. Proven ability to build and manage senior-level relationships with influential clinicians and academic leaders. Strong scientific and clinical fluency, enabling confident engagement with top-tier thought leaders and the ability to translate complex data into clear, credible dialogue. Demonstrated enterprise-level business acumen, with the ability to connect insights to broader business, educational, and market-shaping objectives. Strategic, adaptable mindset with comfort operating in ambiguous, evolving, and pre-launch/early-launch environments. High emotional intelligence, discretion, and credibility in sensitive scientific and peer-to-peer discussions. Physical Requirements & Reasonable Accommodation Salary and Benefits Information We know our people are the driving force behind the success of our mission and vision. That’s why we offer a competitive benefit package to attract the very best talent to our team and to take care of our employees and their families.​​​​​​​ Below is a snapshot of our U.S. benefits package for full-time employees. Generous medical, dental, and vision health insurance plans Flexible spending accounts for health and dependent care Short-term, long-term, and life/AD&D insurance Employee Assistance Program 20 paid vacation days, 12 paid holidays, and 12 sick days 401(k) Retirement Plan with 100% company match up to 4% and immediate vesting Hybrid work options Wellness Resources Stock Options For more information, visit www.tenpointherapeutics.com and follow us on LinkedIn , X , and Instagram .