Role Description As Pregis expands across Regional, Strategic, Enterprise, and Corporate AM&B customers, consistent execution, prioritization, and change management at each level are critical to retention and customer ramp. The Client Success Manager ensures teams are aligned and personnel is supported enabling Sales to focus on revenue growth while Client Success drives adoption, stability, and long-term value. The Client Success Manager is a hybrid player-coach and customer-facing leader responsible for regional execution of Client Success strategy. This role develops Client Success Specialists and Packaging Specialists, owns retention activities, prioritizes initiatives, and ensures disciplined execution across Strategic, Enterprise, and Corporate AM&B accounts. Key Responsibilities - Regional Client Success Leadership - Lead, coach, and develop Client Success Specialists and Packaging Specialists within the assigned region. - Establish execution standards, prioritization, and accountability across customer sites. - Build strong relationships across multiple customer stakeholders to create a barrier to competition and reduce churn risk from customer turnover. - Serve as the primary regional escalation point for Client Success. - Customer Retention & Ramp - Own retention execution for Strategic, Enterprise, and Corporate AM&B customers. - Lead customer ramp following launches, automation deployments, and major changes. - Partner with the Sales Directors and Account Managers on at-risk accounts. - Projects, Process & Tools - Prioritize and manage regional projects and initiatives concurrent with other responsibilities. - Drive adoption of Client Success vision, processes, and operating cadence. - Establish a scalable model for major initiatives (multi-site deployments, standardization programs, high-impact implementations) including milestones, risk management, and stakeholder communications. - Use analytic skills to leverage C4C and Tableau to manage performance and communicate data driven insights. - Sales Enablement & Change Management - Enable Sales teams by owning post-sale execution and adoption. - Partner cross-functionally with Manufacturing, Engineering, Operations, and Field Service. - Lead change management for customers and internal teams. Qualifications - Bachelor’s degree in Business, Engineering, Packaging, Supply Chain, or related field. - Lean Six Sigma Belt or Project Management (PMP) Certificate a plus. - Experience in Client Success, Account Management, or Operations. - Exceptional written and verbal communication skills. - Proven people-leadership and project prioritization experience a plus. - Strong change-management and stakeholder-influence skills. Work Environment / Travel - Location: Remote within assigned region (U.S.) - Reports to the head of Client Success at Pregis. - Frequent travel to customer facilities across regions and business units; ability to work remotely when not traveling. - High-autonomy, customer-facing leadership position. Diversity and Inclusion We believe in diversity of thought and bringing together other traits and characteristics that make an individual bring a unique experience to Pregis. We strive to foster an inclusive environment where behaviors and social norms ensure people are welcome. Affirmative Action/EEO Statement/Inclusion We offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We support inclusion and believe in welcoming a collective sum of individual differences, thoughts, traits, and characteristics to represent Pregis’ culture and achievements. Visit us at www.pregis.com for more information about Pregis LLC.

• Oversee and manage existing client relationships and play an active role in developing and building long-term relationships with clients to identify business opportunities, collaboratively develop value propositions that address client needs. • Be proactive in strengthening existing relationships and creating new ones, build solid engagements with clients, develop comprehensive solutions to maximize retention, up-selling and cross-selling. • Maintain and exceed revenue and upselling targets from our direct business. • Maintaining all information of customers’ activity within CRM platform. • Build business success stories and case studies. • Review and propose process improvement that drive client business and market penetration.

• Partner with Regional Sales Director, Territory Managers, and Sales Representatives to drive revenue growth and market share capture through strong coordination of sales and service efforts across the region. • Identify clinical opportunities through the use of analytics, time studies and/or field visits. • Address clinical opportunities through coaching or the development and execution of measurable initiatives. • Coordinate, develop, and implement strategies to increase service efficiency and optimize clinical headcount utilization. • Leverage best practices via network of Clinical Leaders and training. • Manage and coach clinical specialists through the utilization of field rides, individual and group meetings and company resources to ensure regional alignment of goals, development of talent and adoption of best practices. • Demonstrate effective change leadership to adapt to an evolving customer base, industry service expectations, and changes in team member skills and capabilities needed to win in the market. • Communicate and drive alignment within CRM at both the Area/Regional level on vision, goals and activities. • Adhere to, communicate, and reinforce policies, business conduct and quality standards. • Be critical part of a collaborative regional management team to locate, recruit and hire top clinical candidates for open positions. • Continually work to maintain a strong, diverse personnel "bench" of candidates for use in future hiring opportunities. • Oversee the training and development of the clinical team in implant, service delivery, competitive and product knowledge. • Ensure all direct reports have annual/quarterly objectives and implement a regular schedule of evaluating performance, providing feedback and coaching, and documenting performance needs and achievements; implement performance improvement plans, if needed. • Coach and advise the clinical team on teamwork, time and task management, and career development. • Perform administrative tasks related to management, expense, inventory and communication activities.

• Own the scaled success motion for OpenRouter’s startup and scaled customer portfolio. • Partner cross-functionally to iterate and refine the operating system for startup activation, retention, growth, and Enterprise conversion. • Create and refine the workflows, dashboards, alerts, and playbooks that help the team understand which startups need attention, why they need it, and what action should happen next. • Turn manual customer success and program operations work into repeatable systems. • Own the start-up inbox, day-to-day program communications, and portfolio health across the startup segment. • Build scaled intervention workflows for customers showing risk signals. • Create activation paths that help startups reach first value quickly and understand how to use OpenRouter effectively. • Partner with Sales to surface startups ready for Enterprise conversion, higher usage commitments, premium support, compliance, observability, throughput, or strategic partnership. • Work across GTM to expand distribution, improve onboarding and activation, and connect the startup program to broader growth initiatives. • Use AI-native tools and automation to reduce manual work across onboarding, follow-up, risk detection, expansion identification, reporting, and feedback capture. • Define what “healthy” looks like for startup customers. • Segment the portfolio into cohorts. • Create the operating cadence for reviewing startup portfolio health. • Help evolve OpenRouter’s startup program into a scalable growth engine. • Improve the application, approval, onboarding, activation, communication, and follow-up experience. • Build rubrics and workflows that identify high-potential AI-native startups and route them into the right journey. • Ensure approved startups get value quickly and have clear paths to scale. • Continuously improve how the program runs by streamlining processes and creating better experiences for founders, partners, and internal teams alike. • Turn startup customer, founder, and partner interactions into structured product signal. • Capture and synthesize feedback across onboarding friction, model availability, routing behavior, latency, reliability, pricing, documentation gaps, integration blockers, and developer experience. • Surface patterns to Product and Engineering based on frequency, customer severity, growth potential, and revenue impact.