• Manage, coach, and develop a team of Customer Success Managers responsible for post-sales customer relationships. • Provide regular performance feedback, coaching, and development to ensure consistent execution and team growth • Oversee and effectively leverage an offshore or shared resource to support operational efficiency • Drive adoption and utilization of Onit products and services across the target customer base • Ensure consistent execution of onboarding, success planning, QBRs, and renewal readiness activities • Serve as an escalation point for customer risks, challenges, and complex engagements • Own aggregate customer health, retention, and renewal readiness • Support identification of expansion opportunities, including upsell and cross-sell motions, in partnership with Sales and Account Management • Ensure consistent application of Customer Success processes, playbooks, and segmentation-appropriate motions • Partner cross-functionally with Sales, Product, Support, and Professional Services to improve customer outcomes

• Serve as the face of Renalogic to assigned clients • Manage the end-to-end client experience • Take accountability for new-client implementation • Collaborate with clients to ensure all clinical teams receive the client information necessary • Ensure client information is entered and updated in relevant systems • Distribute regular program reporting and present value and impact to clients and stakeholders • Engage groups through client stewardship meetings, on-site events, and relationship-building activities • Report on client KPIs and distribute quarterly client reports to key client contacts • Develop relationships with key client contacts and other stakeholders

• Own the post-onboarding customer journey through renewal and expansion • Lead a team of Customer Success Managers and drive measurable outcomes • Deepen adoption and build executive relationships • Set clear KPIs for every CSM and hold the team accountable • Coach high performers and manage team culture anchored in PACE values • Own Gross Revenue Retention (GRR) at or above company targets • Execute proactive renewal strategies and identify at-risk accounts • Drive measurable increases in platform usage and track engagement • Build and maintain executive-level relationships across offices • Report on customer health and revenue risk to VP/C-Suite

• Manage customer relationships, acting as the primary point of contact for inquiries and escalations • Collaborate with IT and operations teams to streamline fulfillment processes to ensure customer satisfaction • Provide actionable insights from customer feedback to drive improvements • Ensure timely and efficient resolution of customer issues • Monitor and analyze customer service metrics to improve performance • Handle complex or escalated customer complaints • Provide regular reports on customer support activities to senior management