• Oversee all Client Success Managers’ post-sale campaign elements from kick-off to final reporting for complex and/or high-visibility accounts. • Drive tight cross-functional orchestration across partnerships, creative, editorial, events, and ad ops—ensuring timelines, deliverables, and QA standards are met. • Ensure the team maintains high-quality media strategies and campaign plans aligned with client objectives and KPI success. • Help the team guide optimization strategy throughout campaign flights; translate performance into actionable insights and clear client recommendations. • Diagnose complex challenges and identify scalable solutions that improve outcomes for both clients and the business. • Influence internal strategy and planning by surfacing client feedback, market context, and product performance insights. • Balance short-term execution with long-term account health—helping the team to identify what’s needed now vs. what needs to change structurally. • Demonstrate a strong revenue mindset—spotting opportunities to maximize client value, strengthen retention, and support renewals. • Partner closely with the Client Partnerships Managing Directors to ensure team alignment and successful partnerships between CS/Client Partners. This includes renewals, upsells, and account growth strategy; bring proactive ideas and clear rationale. • Ensure your team is partnering closely with Client Partnerships on renewals, upsells, and account growth strategy; bring proactive ideas and clear rationale. • Ensure campaign delivery supports revenue outcomes (pacing, reporting, optimizations, and clean wrap narratives). • Mentor, develop, and support a team of Client Success managers while driving operational excellence, process improvement, and consistent delivery standards. • Support onboarding and training; help build team playbooks, templates, and best practices. • Provide thoughtful feedback and growth plans; contribute to a culture of accountability, learning, and high standards.

• Accountability & autonomy - own book outcomes end-to-end inside guardrails - run renewal-risk plans when signals surface • Communication & collaboration - proactive updates - consistent agendas and follow-ups - align cross-functional DRIs early • Customer outcomes - protect retention - drive adoption - meet engagement/QBR expectations • Commercial impact - identify and progress opportunities with Sales - document consistently in SFDC + Vitally • Complexity & problem solving - translate ambiguity into a plan - reduce rework through disciplined detail • Operational excellence - Vitally hygiene as system of record - clean handovers • AI fluency - uses AI to draft customer comms, summarize meetings/case context, and structure risk summaries; verifies facts and commitments; ships customer-ready outputs without added rework • Multi-product coordination - manage dependencies at a high level so customers feel complexity is handled • Team impact - visible contribution via customer-facing projects and informal mentoring

• Accountability & autonomy - own book outcomes end-to-end inside guardrails - run renewal-risk plans when signals surface • Communication & collaboration - proactive updates - consistent agendas and follow-ups - align cross-functional DRIs early • Customer outcomes - protect retention - drive adoption - meet engagement/QBR expectations • Commercial impact - identify and progress opportunities with Sales - document consistently in SFDC + Vitally • Complexity & problem solving - translate ambiguity into a plan - reduce rework through disciplined detail • Operational excellence - Vitally hygiene as system of record - clean handovers • AI fluency - uses AI to draft customer comms, summarize meetings/case context, and structure risk summaries; verifies facts and commitments; ships customer-ready outputs without added rework • Multi-product coordination - manage dependencies at a high level so customers feel complexity is handled • Team impact - visible contribution via customer-facing projects and informal mentoring

• Own a book of customers based in the APAC region, acting as their primary point of contact for day-to-day success, questions, and coordination. • Run onboarding, regular check-ins, and service reviews for accounts, keeping engagement consistent and outcomes clear. • Manage inbound support tickets, triaging, responding, and coordinating with Engineering, Labs, and Product where needed. • Track customer health signals, risks, and renewal dates, escalating early when risk is identified. • Support renewals and expansion opportunities with existing accounts, working alongside senior CSMs where appropriate. • Work closely with senior CSMs to support larger or more complex accounts during busy periods, incidents, or proof-of-value engagements. • Take ownership of internal Customer Success projects such as process improvements, documentation, tooling cleanup, and CS reporting. • Help maintain and improve internal systems such as HubSpot, Vitally, Intercom, and internal knowledge bases.