• Design and implement client success plans tailored to individual clients. • Coordinate cross-functional efforts among practice leaders, support resources, and client sponsors to achieve objectives. • Collaborate with cross-functional teams, including practice leaders, support resources, and client sponsors, to achieve strategic objectives. • Serve as the main point of contact for clients, addressing concerns and ensuring smooth communication. • Schedule and conduct monthly and quarterly service reviews, as well as regular client calls. • Collaborate with Account Executives to align on customer strategies, fostering mutual success. • Understand, review, and communicate contracted services, ensuring accurate and complete fulfillment. • Support client escalations by acting as a mediator and problem solver. • Understand and review all signed contracts to ensure smooth delivery and scope management. • Assist the Managing Director of Services with pre-sales and sales efforts as required. • Collaborate closely with Account Executives to maximize revenue potential and drive the growth of client accounts. • Grow client accounts by cross-selling additional service lines. • Work with practice leaders and support teams to streamline service delivery and improve client outcomes. • Drive customer satisfaction by ensuring client requirements are clearly understood and addressed. • Collaborate with the Managing Director of Services on future client success needs, refining processes, and deliverables. • Provide detailed and accurate reporting to clients on service usage and effectiveness. • Analyze and present data during service reviews to demonstrate value and identify opportunities for improvement. • Escalate any changes in client accounts by keeping all required documentation up to date and current.

• Own a portfolio of customer accounts across a range of customer sizes and technical maturity levels • Drive revenue growth within existing customer accounts through strong engagement, adoption, relationship management, and expansion opportunities • Identify growth opportunities based on customer usage, adoption trends, business goals, and workflow expansion opportunities • Lead customer conversations focused on value realization, outcomes, ROI, and long-term partnership growth • Own renewals and expansion opportunities within your book of business, partnering with Customer Success leadership on strategy and execution • Be accountable for revenue-related outcomes tied to your book of business • Lead ongoing customer engagement through regular check-ins, business reviews, adoption conversations, and strategic follow-up discussions • Create clear next steps, action plans, and customer communication after meetings • Manage multiple competing priorities and customer requests simultaneously • Maintain accurate CRM data, account documentation, and internal tracking • Help improve and shape customer success processes as the company scales • Develop deep knowledge of the Vouched platform, APIs, workflows, and configuration options • Investigate customer issues by reviewing logs, JSON payloads, dashboard data, API responses, and platform behavior • Write or modify basic SQL queries to analyze customer usage, troubleshoot issues, and identify trends • Serve as the first point of coordination during customer escalations and drive issues toward resolution • Partner closely with engineering and product teams while independently managing customer communication and investigation • Clearly explain technical concepts and product behavior to both technical and non-technical stakeholders • Participate in shared customer support coverage and escalation management as part of the Customer Success team • Jump into urgent customer situations with a solutions-oriented mindset • Help identify recurring customer issues and improve internal documentation, workflows, and operational processes • Operate effectively in an environment where priorities may shift quickly and processes are continuously evolving • Share structured customer feedback with Product and Engineering teams • Advocate for customer needs while balancing business priorities • Collaborate cross-functionally to improve customer experience, product adoption, and operational efficiency

• Serve as a trusted technical advisor for prospects/customers to provide strategic consultation on data architecture, governance, instrumentation, and business outcomes • Effectively communicate at all levels of the customer’s organization to influence business outcomes via Mixpanel, design and execute a comprehensive analytics strategy, and unblock technical and organizational roadblocks • Own the customer’s success with Mixpanel — documenting and delivering ROI to the customer throughout their journey to transform their business with self-serve analytics • Own onboarding and data health for our strategic and high-value prospects/customers, including ongoing enhancements to their data quality and overall tech stack integration • Engage with customers’ engineering, product management, and marketing teams to handle technical onboarding, optimize Mixpanel deployments, and improve data trust • Deliver a variety of technical services ranging from data architecture consultations to adoption and change management best practices • Leverage modern data architecture expertise to create scalable data governance practices and data trust for our customers, including data optimization and re-implementation projects • Successfully execute on success outcomes whilst balancing project timelines, scope creep, and unanticipated issues • Bridge the technical-business gap with your customers — working with high-level business stakeholders to define a strategic vision for Mixpanel and then working with the right business and technical contacts to execute that vision • Collaborate with our technical and solutions partners as needed on data optimization and onboarding projects • Be a technical sponsor for internal engagements with Mixpanel product and engineering teams to prioritize product and systems tasks from clients

• Serve as the central intake point for escalations from Client Success Managers across all employer clients. • Investigate issues related to member experience, prescriptions, devices, billing, program eligibility, and operational workflows. • Coordinate with internal teams (Clinical, Product, Pharmacy, Support, Operations) to identify root cause and drive resolution. • Track escalations and ensure timely follow-up until resolution. • Manage operational exceptions across client accounts, including eligibility discrepancies, prescription or pharmacy workflow issues, device shipment issues, benefit configuration questions, program enrollment anomalies. • Document exceptions and ensure consistent handling across clients. • Work closely with Client Success Managers, Member Support, Clinical teams, Product and Engineering, Pharmacy operations. • Ensure issues are routed to the appropriate teams and resolved efficiently. • Maintain a centralized tracker of escalations and exceptions. • Identify recurring issues and trends across clients. • Provide regular updates to Client Success leadership on escalation themes and resolution timelines. • Partner with Product and Operations to help prevent future issues. • Identify opportunities to improve workflows and reduce operational friction. • Document escalation processes and exception protocols. • Help build scalable processes as the client base grows.