• Work closely with clients to understand their business objectives and ensure the company’s product or service delivers measurable value aligned with their goals. • Serve as the primary point of contact for key accounts, managing day-to-day communications and ensuring strong relationships with client stakeholders at all levels. • Lead clients through the onboarding process and drive product/service adoption by providing training, best practices, and ongoing support tailored to their specific needs. • Identify opportunities for account growth, including upselling additional services, cross-selling complementary products, and recommending new solutions that enhance client success and increase revenue. • Proactively manage client renewals, minimizing churn through ongoing engagement and demonstrating continuous value. • Regularly track and assess client health, using data and insights to identify risks and opportunities for deeper engagement and growth. • Develop and execute client success plans that align with client goals and foster long-term partnerships, driving retention and growth within assigned accounts. • Monitor key success metrics such as adoption rates, client satisfaction scores (NPS/CSAT), and revenue growth. • Regularly report progress and outcomes to both clients and internal stakeholders. • Act as a trusted advisor and advocate for the client, ensuring any issues or concerns are addressed swiftly and effectively, coordinating with internal teams as necessary. • Work closely with Sales, Product, Marketing, and Support teams to ensure a seamless client experience and identify opportunities for improvement or innovation in the client journey. • Collect and relay client feedback to internal teams, providing insights to improve product offerings, services, and overall client experience.

• Communicate with individuals who have expressed interest in personal and professional development programs and virtual events • Use simple online systems and digital tools to provide information and manage follow-up • Work remotely using your laptop and phone • Manage your own schedule and activity levels • Participate in ongoing training and professional development • Follow structured systems and processes provided through onboarding and mentorship • Engage with a broader support network of experienced professionals

• Lead onboarding for new clients and continuously improve the process. • Build and maintain long-term client relationships that drive trust and loyalty. • Act as the main point of contact for client needs, requests, and escalations. • Develop tailored client success strategies based on business goals and data insights. • Analyze customer data to maximize value, minimize churn, and uncover opportunities. • Advocate for client needs in internal discussions around product and service development. • Ensure agreements and requirements are communicated across departments for flawless execution. • Mediate between clients and internal teams to align priorities. • Continuously evaluate and improve communication processes, tutorials, and success programs.

• Define and evolve the end-to-end retention strategy across partner schools • Identify and prioritize the highest-impact drivers of retention • Translate strategy into clear initiatives, roadmaps, and measurable outcomes • Ensure alignment between retention strategy and broader business priorities • Analyze retention, persistence, and attrition trends across partner schools, cohorts, and student segments • Identify key drivers of retention and disengagement, including academic, operational, and engagement factors • Develop dashboards and reporting to provide clear visibility into retention performance and leading indicators • Establish early warning indicators to proactively identify at-risk students and schools • Lead a structured test → learn → scale approach to retention • Develop and test hypotheses on key retention drivers (e.g., onboarding, engagement, academic experience, communication) • Partner with schools and cross-functional teams to design and implement pilots • Evaluate impact and scale successful interventions across partner schools • Drive alignment on where to invest to improve retention outcomes • Influence cross-functional priorities across Enrollment, Academics, School Operations, Product, and School Success • Balance trade-offs and ensure focus on the highest-value initiatives • Act as a strategic advisor to leadership on retention performance and opportunities • Establish clear retention targets, metrics, and success measures • Build and lead an operating rhythm (e.g., reviews, dashboards, performance discussions) • Ensure accountability for retention outcomes across teams and schools • Provide visibility into performance, risks, and opportunities • Enable partner schools with insights, tools, and actionable guidance to improve retention • Identify patterns and replicate best practices across the network • Balance standardization with flexibility to meet local school needs • Leverage analytics to inform strategy and decision-making • Ensure retention insights are translated into clear actions and priorities • Partner with analytics teams to enhance visibility into retention drivers and leading indicators • Measurable improvement in student retention and persistence across partner schools • Clear, prioritized retention strategy aligned to business goals • Increased effectiveness of retention initiatives through testing and scaling • Strong cross-functional alignment and accountability for retention outcomes • Improved visibility into retention performance and drivers