• The Customer Success Manager plays a pivotal role in delivering a high-quality and consistent post-sale experience to Prosci clients. • This position is responsible for client onboarding, customer coordination, relationship management, and supporting the adoption of change management services and products related to Prosci’s license and membership offerings. • The specialist collaborates closely with internal teams to ensure clients achieve their objectives. • Client Engagement and Relationship Management: Serve as a primary point of contact post-sale for license and membership clients. Set clear expectations around timelines, roles, and next steps while maintaining positive, professional client relationships. • Conduct regular check-ins and support business reviews to understand client goals, progress, and satisfaction, escalating risks or opportunities as needed. • Leverage best company best practices to retain and renew Membership and Licensed software. • Proactive Client Support and Advocacy: Act as a trusted partner to clients by providing guidance, responding to questions, and proactively identifying potential needs or concerns. • Support the implementation of Prosci’s solutions by guiding clients through setup activities and early adoption milestones. • Maintain accurate and up-to-date records of client interactions, engagement levels, and satisfaction in CRM systems.

• Own the customer journey end to end, from implementation and onboarding through long-term adoption, customer health, and value realization. • Partner with Ashby’s customers, helping them get up and running quickly while also building deep, ongoing strategic relationships. • Develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve hiring excellence. • Collaborate closely with internal teams and act as a proactive owner of customer health, risk, and value realization. • Ensure expedited time to value and a smooth transition into steady-state customer success. • Advise customers on best practices to ensure they get maximum value from Ashby. • Identify and improve internal processes, implementation approaches, and customer playbooks based on data and customer insights.

• Lead the post-sale customer lifecycle across all customer segments. • Ensure customers realize measurable value, adopt solutions effectively, and renew and expand over time. • Build and scale a high-performing Customer Success organization. • Define how Customer Success operates—establishing engagement models, operating cadence, and cross-functional alignment. • Partner closely with Sales, Project Delivery/Onboarding, Support, Product, and Marketing. • Execute Customer Success strategies across all customer segments. • Establish standardized customer lifecycle motions, including success planning and renewal readiness. • Ensure a proactive, outcome-driven approach to customer engagement. • Build scalable processes and playbooks to ensure consistency across Customer Success teams. • Lead a multi-tier engagement model across accounts. • Operationalize a hub-and-spoke model where Customer Success Managers own relationships and provide general project knowledge. • Continuously refine segmentation and coverage models to balance engagement with scalable programs. • Own end-to-end retention and renewals strategy, operationalizing cross-functional support to drive on-time renewals. • Partner with Sales, Support, Product, and Marketing for cohesive experience. • Analyze revenue retention metrics and align performance to financial targets.

• Employ a strategic, one-to-many approach across growth customers — providing top-tier technical guidance, optimization insights, and best practices that maximize the value each customer derives from CircleCI. • Design and deliver digital programs, office hours, and scaled touchpoints — in collaboration with the broader growth team — that drive retention, product adoption, and measurable customer outcomes. • Create technical educational content (videos, email sequences, webinars) and educate customers on new and existing platform features, ensuring the segment stays informed and engaged without requiring 1:1 time for every interaction. • Leverage AI tools to surface usage insights, draft personalized outreach, analyze customer health signals, and automate repetitive tasks — bringing efficiency and precision to how you manage a large, diverse book of business. • Partner with Product, Sales, and Support to mitigate churn risk, relay segment-level customer feedback, and tailor communications to meet customers' specific needs and contexts. • Contribute to the evolution of playbooks, tooling, and program design by sharing learnings from the segment and staying current on CI/CD trends, platform capabilities, and emerging customer success practices.