Role Description The Manager, Customer Success will lead a team of Customer Success professionals. You will be part of the Customer Success organization responsible for protecting, nurturing, and growing customer relationships. Main Responsibilities - Leads and develops teams focused on Customer Success management. - Accountable for customer, product, and revenue retention, product adoption, and revenue expansion. - Leverage data to help the team understand customer health, risks, and opportunities. - Encourages and directs innovative thinking. - Partner closely with Sales Acquisition team on strategic account and acquisition initiatives. - Implement best practices and solutions to channel’s business and customer needs by promoting a common vision and focus to serve the customer. - Drive consistency throughout day-to-day tactical operations: standards, tools, best practices, process knowledge, and communication. - Develop and build strategic internal and external relationships to facilitate customer growth. - Accountable for business performance by monitoring and achieving KPIs. - Manage organization of dedicated field Customer Success professionals and support for our Insert Segment/Region US customers responsible for managing customer success activities such as: - Onboarding - Creating customer success plans - Customer advocacy - Ensuring product adoption and value realization - Identify upsell and cross-sell opportunities to partner with sales for revenue - Resolve customer dissatisfaction - Revenue management activities e.g. churn, credits, rerates, payment terms Leadership - Ensure positive onboarding experience for new hires (tools, training, resources, etc.) and drive optimal ramp time to full productivity. - A change agent leader who will build a strong customer success team to drive a compelling focus on net revenue growth. - Recruit, mentor, and develop customer success team. - A customer-first leader with the ability to drive our company culture and values and with a passion to help our customers be successful and drive positive employee engagement. - Clearly articulate the CS vision and strategy across your team and the sales ecosystem. Qualifications - 6+ years of related customer-facing client services experience. - Experience in a technology customer-facing environment supporting technology customers. - Ability to manage influence through persuasion, negotiation, and consensus building internally and with customers. - Excellent communication skills. - Ability to identify common needs and issues across the organization. Preferred Qualifications - More than 7+ years of applicable experience. - Bachelor’s degree in business or related field. What to Expect Next Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date. Requisition Requisition #: 341751 Commitment to Diversity We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know. We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive. Privacy Notice Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data. To review Lumen’s Privacy Notice, please visit: Privacy Notice

• Develop strong, strategic relationships with Cozeva and Vatica customers, actively seeking the "why" behind our customers' asks to ensure we understand and address their challenges to meet their goals, and then support their progressive achievement of those goals • Dig into customer performance and adoption data and customer health metrics, proactively identifying and addressing potential issues or risks to either customer business outcomes or the Cozeva and Vatica Customer relationship • Conduct regular check-ins, recurring business reviews, and satisfaction surveys to evaluate customer success, platform satisfaction, and general contract health • Identify opportunities for upselling or cross-selling additional products and services that align with customers’ current or emerging business needs • Gather and share customer feedback with product management and development teams to influence the product roadmap, connecting the dots across needs that are shared across customers and best practices that have led to positive customer outcomes • Collaborate with marketing and sales teams to create customer success stories, testimonials, and case studies • Drive projects to timely completion by acting as a liaison between the customer and Cozeva and Vatica program managers for regulatory submission processes • Keep up-to-date with knowledge of the healthcare industry and product enhancements; Serve as subject matter experts on workflow to ensure customers experience maximum value on our platform • Work collaboratively with the rest of the CSM team as well as other internal teams to host Office Hours, Webinars, and Trainings as needed

• Lead regular client meetings, including Customer Business Reviews (CBRs), operational reviews, and strategic planning discussions. • Serve as the primary relationship manager for assigned client accounts, ensuring high levels of client satisfaction and engagement. • Act as a liaison between clients and internal teams including Helpdesk, Engineering, Security, Projects, and Leadership. • Monitor client health, service trends, ticket activity, and engagement metrics to proactively identify risks and opportunities. • Coordinate and manage client onboarding activities to ensure a smooth transition into managed services. • Help clients understand service offerings, security recommendations, project roadmaps, and technology best practices. • Drive accountability internally by following up on open issues, escalations, projects, and client concerns. • Identify opportunities for process improvement and enhanced service delivery. • Maintain accurate documentation of client meetings, action items, and strategic initiatives within CRM and ticketing systems. • Support account growth by identifying additional client needs and collaborating with the sales and leadership teams. • Stay informed on evolving technology, cybersecurity trends, and MSP best practices.

Title: Customer Success Manager (Bilingual) - Energy & Commodity Markets (Sept Start) Location: Houston United States Argus is a fast-growing global B2B media company providing essential information to the energy and commodities industries. We’re looking for a proactive candidate to join our Sales team where you will rapidly build an understanding of our business and help to grow our customer base and revenue. As Customer Success Manager, you will be responsible for ensuring our clients are fully aware of the content they have licensed and understand how to access such content. You will provide comprehensive client support which is achieved through liaising closely with the Sales, Finance, Technology and Editorial teams where necessary to resolve issues. You actively seek opportunities to embed and grow usage of our services through direct client interactions. What you will be doing - Work effectively across the organization with key stakeholders, this will include aligning with Sales around cross-sell and up-sell and focus on selling with a retention focus; align with product and business development about driving product roadmap and align with marketing around driving marketing activities to existing subscribers. - Identify, evaluate, and execute new business opportunities relating to new price assessments, new products, and improvements to the existing product line - Ensure optimum activity levels are delivered as well as meeting Service Level Agreement targets. - Educate clients on how to maximize the value they receive from a relationship with Argus Media - Be a representation of Argus to our clients, engaging them from the start of the commercial relationship through client visits, energetic feedback, and focusing heavily on client satisfaction - Provide excellent customer experience to Argus customers from smooth on-boarding to resolving queries within the desired service level agreement; - Utilize the CRM, to track accounts throughout their subscription lifecycle, analyze client usage trends and identify tactics to drive growth and protect revenues; - Accurately maintain customer, user records and client engagement activity efficiently; - Participate in client engagement initiatives to increase client retention and account penetration; - Travel as required within the region - Gather competitor intelligence; - Be the client advocate when Argus is designing new products, engaging their feedback and voice to help shape changes to Argus products and launches of new offerings; - Attend and coordinate marketing presence at relevant industry conferences/events and dedicated client events to increase awareness of Argus platforms and content. What we’re looking for - Experience working in customer success\service or sales environment - Experience of working with stakeholders across the organization - Must be flexible with the ability to work effectively and collaboratively in a team-oriented environment, including the ability to relate successfully to a variety of people externally and internally, forging strong professional relationships - Highly organized with strong attention to detail - Experience using databases or sales processing systems - Good knowledge of Microsoft Excel - Excellent communication, interpersonal and relationship building skills - Strong coordination and time management skills with the ability to meet deadlines - Able to work as part of a team - Proficiency in English and Spanish is required, additional languages such as Portuguese are a plus What’s in it for you Our rapidly growing, award-winning business offers a dynamic environment for talented, entrepreneurial professionals to achieve results and grow their careers. Argus recognizes and rewards successful performance and as an Investor in People, we promote professional development and retain a high-performing team committed to building our success. - Competitive salary and company bonus scheme - Group medical, dental and vision plans - Company paid short term and long term disability and life insurance plan - Group 401(k) safe harbor retirement plan with a 6% company match - 20 vacation days your first year, up to a maximum of 30 days - Subsidized gym membership - Extensive internal and external training For more details about the company and to apply please make sure you upload your CV via our website: www.argusmedia.com/en/careers/open-positions.  Argus Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact us. This email is provided exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages sent for this purpose will be returned. Messages sent for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. By submitting your job application, you automatically acknowledge and consent to the collection, use and/or disclosure of your personal data to the Company. Department Sales Locations Houston Remote status Hybrid