• Serve as the dedicated CSM and primary point of contact for a single, high-complexity strategic partner organization spanning multiple providers and states, owning the full customer relationship across software and services. • Manage relationships at every level of the customer organization, from executive sponsors and program leadership at the umbrella level to department leads, site administrators, and end user staff across each provider location. • Lead and manage a complex, phased platform implementation spanning multiple provider organizations across multiple states, including: • Multi-phase project planning, milestone tracking, and cross-functional coordination across internal teams (integrations, technical support, product) and customer stakeholders • Site-by-site rollout planning and go-live sequencing across provider locations and states • Platform configuration and customization across multiple sites and user groups • Quality assurance (QA) and go-live readiness validation per site • Training, onboarding, and adoption support for end users across all provider sites • Go-live achievement and post-launch stabilization, ongoing optimization and support • Own the commercial health of the account, including renewal, upsells, and expansion opportunities across the umbrella organization and its member providers. • Lead executive engagement, including regular cadence calls, Executive Business Reviews (EBRs), data-driven success reporting, and product updates tailored to the umbrella organization and individual providers. • Collaborate closely with product and integrations teams to advocate for the customer’s needs, surface feedback, and contribute to roadmap priorities informed by real-world use cases. • Monitor and drive customer success outcomes including adoption, product utilization, customer health, satisfaction, and measurable ROI, using data to guide proactive interventions and strategic recommendations. • Travel to customer sites across multiple states is required to support in-person training, go-live events, and executive relationship development. Frequency will vary based on implementation phase and customer needs. Estimated 25-40% during active implementation phases. • Contribute to the scaled customer experience vision by sharing learnings from this strategic engagement to inform playbooks, processes, and best practices for the broader CX team. • Document interactions, feature requests, and customer feedback to inform roadmap and product development. • Represent Customer Success in executive-level engagements and strategic initiatives.

• Own the customer journey end-to-end — from onboarding and adoption through renewal • Act as the primary point of accountability for retention, identifying expansion opportunity, and long-term customer value • Establish yourself as a trusted advisor throughout the customer journey from adoption to renewal hosting meetings, business reviews and managing risk mitigation • Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their company objectives with Fable • Proactively analyze customer usage and engagement to identify risks and expansion opportunities to actively grow your book of business and reduce churn risk • Own the renewal process end-to-end for your portfolio, preparing and managing commercial documentation including renewal proposals and order forms • Coordinate with Legal, Security, Finance, and Sales to support contract and procurement processes • Build strong, multi-threaded relationships across customer organizations • Drive customer advocacy and identify opportunities for references and case studies • Partner with Platform Support and Innovation teams to ensure seamless customer experiences

• Manage the Instructure customer experience for all customers within your territory • Work collaboratively with Sales and Renewals to increase market share from existing account base and new business to business opportunities • Act as liaison between the customer and Instructure • Understand the customer’s vision and goals with the Instructure Learning Platform and help them achieve success • Accountable for CSAT and working closely with Sales and Renewals to achieve NRR targets

• Provide technical, educational, operational and sales support to assist the district in meeting Cardiac Rhythm Management (CRM) sales and customer service objectives • Successfully completes CRM Field Technical Training – including online and field-based training • Performs checks/interrogations of all CRM medical device systems post sign-off • Supports implants of all CRM products post sign-off • Provides on-call support as needed on evenings and weekends post sign-off • Assures completion of patient registration and any other required hospital documentation • Helps manage consignment inventory and trunk inventory once obtained • Provides additional inventory support to meet customer needs • Maintains software on programmers throughout the district as directed • Assists with managing daily coverage logistics as needed • Educates and trains physicians, hospital personnel and office staff on products or solutions for which training has been completed • Assists with educating and training new Clinical Specialists and Sales Representatives post sign-off • Partners with DSM, Sales Reps and DM to learn market dynamics and local customer motivations and needs; has a basic understanding of how Medtronic CRM products and solutions offer value to the customer • Assists with obtaining customer POs throughout the quarter • Independently identifies customer needs and opportunities and provides feedback to Sales Rep(s) to support sales objectives • Stays up to date on new products, solutions and patient management offerings • Completes all assigned training in a timely manner • Performs other related duties as assigned