• Serve as the primary ServiceTitan partner for assigned brands • Guide brands from onboarding through operational maturity • Build strong relationships with leadership and operational teams • Ensure successful adoption of Guild Garage Group standards and best practices • Lead onboarding and implementation of ServiceTitan core and Pro products, including CCP • Translate legacy workflows into scalable ServiceTitan processes and Guild standards • Project manage onboarding timelines, deliverables, and go-live execution • Travel onsite for 1–2 weeks during go-live to support launch and stabilization • Train CSRs, dispatchers, technicians, and managers on ServiceTitan workflows and best practices • Provide ongoing coaching to improve adoption, consistency, and operational performance • Conduct weekly scorecard reviews with brands and coach teams on areas of opportunity and improvement • Act as the primary escalation point for ServiceTitan-related questions, issues, and initiatives • Identify opportunities to improve workflows, efficiency, and overall platform utilization • Support rollout of new tools, processes, and operational initiatives across brands

• 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