• Manage a portfolio of approximately 20–30 customers as their primary point of contact, ensuring strong engagement, satisfaction, and retention • Build trusted relationships with a range of customer stakeholders, including senior leaders • Lead regular customer check‑ins and internal account health reviews, proactively identifying risks and opportunities • Develop and present insight‑rich performance updates that support customers in maximising platform adoption and achieving long‑term outcomes • Drive customer advocacy by championing feedback internally and ensuring insights (including NPS) lead to tangible improvements • Support customers in aligning the Benifex platform with their broader people, reward, and engagement strategies • Adapt quickly to shifting priorities and evolving customer needs in a fast‑paced environment

• Support user and license administration, including creating and deactivating users, assigning permission sets, and assisting with access to integrated systems. • Assist with security and compliance tasks, such as monitoring login history, updating permission sets, and validating field-level access. • Monitor AI-driven sales tools and automations (email, chat, CRM prompts), reporting irregularities, performance issues, or opportunities for improvement. • Maintain and update internal Salesforce training materials, ensuring documentation reflects current processes, features, and best practices. • Maintain and update technical documentation, such as process guides, field definitions, and configuration notes. • Assist with reports and dashboards, including creating and modifying basic reports, maintaining subscriptions, and supporting end-user reporting needs. • Provide frontline Salesforce support to internal users by troubleshooting issues, answering process questions, and escalating complex cases when needed. • Perform routine data operations, including data imports, updates, deduplication, and data hygiene tasks to maintain accuracy and consistency across the org.

• Build and maintain strong, long-term relationships with enterprise customers, acting as the primary contact post-sale • Ensure successful onboarding of new customers by managing implementation timelines, training, and adoption strategies. Partner with customers to ensure they realize the full value of our solutions • Drive product adoption and utilization by understanding customer goals, sharing best practices, and aligning product capabilities with business objectives • Act as a customer advocate, representing their needs internally and working closely with Product, Support, and Sales teams to influence product roadmaps and resolve issues • Own the customer renewal process by proactively identifying and mitigating risks, managing renewal conversations, and ensuring high customer satisfaction and retention • Identify opportunities for upsell and cross-sell within assigned customer accounts and work with Account managers to close the deal • Monitor and analyze key metrics related to customer health, taking action on potential risks or areas of improvement • Conduct regular strategic reviews with assigned customers, providing insights into their usage, demonstrating ROI, and aligning with future goals • Deliver customer training sessions and enablement resources to ensure ongoing product success • Multi-thread relationships across customer organizations to ensure broad engagement and product adoption • Monitor, measure, and improve leading indicators of customer relationship health such as product use, engagement, NPS, and Customer Satisfaction

• Work closely with the GTM org to measure and drive high-quality customer experiences across pre- and post-sales that results in high net retention, NPS, and upsell • Own the customer renewal process to drive best-in-class gross retention • Build out the playbook for post-sale opportunity identification and upsells by strategically utilizing customer inventory data and key touchpoints such as QBRs • Use product and user analytics to manage and improve the customer experience • Engage with customers and provide customer feedback to inform our product roadmap; act as voice of customer regarding issues, opportunities, and enhancements • Work closely with the CEO, CTO, Sales, Operations, and Product to meet all goals and objectives across the customer lifecycle • Build and maintain strong culture, sentiment, and collaboration across the team