Role Description The Clinical Success Manager (CSM) is a strategic clinical advisor responsible for driving value realization and long-term partner success across assigned accounts. The CSM serves as the primary clinical relationship owner — proactively identifying opportunities to deepen product adoption, optimize clinical workflows, and ensure partners achieve measurable outcomes. This role combines deep clinical expertise, data-driven insight, and consultative engagement to ensure partners continuously realize the full clinical and operational value of the platform. This is a remote position with high travel expectations. Clinical Success Management - Serve as the primary clinical relationship owner for assigned partners — strengthening the partnership by proactively identifying adoption barriers, workflow gaps, and opportunities to maximize value realization. - Partner cross-functionally with Project Management, Application Support, and Clinical Specialist teams to deliver a seamless, high-quality partner experience from onboarding through long-term success. - Meet with clinical leadership to understand site-specific use cases, operational goals, and pain points; design and deploy targeted plans to resolve issues. - Monitor and maintain overall health of the platform and customer satisfaction across assigned accounts. - Proactively prevent churn by monitoring partner health signals, addressing adoption barriers early, and continuously reinforcing the product’s clinical value in daily workflows. - Develop and execute partner-specific success plans that map clinical goals to product capabilities and measurable outcomes — updated regularly based on usage data and stakeholder feedback. - Analyze and present utilization and adoption trends to demonstrate ROI and highlight progress toward clinical objectives. - Capture feedback including clinical success stories, UI changes and feature enhancement requests. - Identify and coordinate resolution for technical and access issues, perform basic troubleshooting, respond with urgency and transparency — keeping partners informed, expectations aligned, and satisfaction protected throughout. - Support clinical training objectives by presenting platform overviews and basic training to clinical faculty or department meetings and providing supplemental education sessions on the unit as needed. - Bring awareness to Etiometry’s other products and services, including clinical pathways, cardiogenic shock reports and clinical documentation improvement. - Partner with sales to lead Quarterly Business Reviews (QBRs) with clinical and operational stakeholders. Qualifications - Bachelor's degree or higher in a clinical field; active licensure or certification preferred (RN, RT, APP, or equivalent). - Minimum 3 years of critical care, cardiac care or ICU experience. - Minimum 3 years in customer success, account management, project management, clinical consulting, or clinical dept oversight role (e.g., unit manager, service line director). - Experience working in the medical software or biomedical device industry. - Strong verbal and written communicator across clinical, technical, and executive audiences; composed, confident and influential in high-stakes conversations. - Ability to quickly develop credibility and respect as a subject matter expert in the use of clinical software to improve clinical workflows and patient outcomes. - Ability to quickly learn software, explain things clearly and effectively train all levels of clinical users. - Comfortable with technical terminology, savvy enough to complete initial troubleshooting and figure out solutions to solve basic system issues. - Familiar with interpreting utilization data, summarizing findings, and using results to recommend reasonable steps to meet established clinical goals. - Demonstrated experience strengthening relationships through strong rapport and collaboration. - Thrives in fast-paced environment with competing priorities and timelines. - Effectively manages daily demands, projects, and accountabilities with autonomy in a field-based role. - Proficient in tools used across clinical and business environments: Microsoft Office, Google Workspace, CRM, Zoom, Teams, SharePoint, analytical software. - Flexible availability, able to travel up to 75% domestically and internationally. Requirements - Platform utilization and adoption metrics against defined clinical success targets. - Number of partners with documented success plans and measurable progress toward defined clinical outcomes. - Frequency and quality of executive-level business reviews completed. Benefits - Remote / Field-Based location. - Full-Time employment type. - Exempt FLSA status. - Travel up to 75%.

• Own renewal, churn, and expansion outcomes for the team’s book of business, in partnership with Sales and Renewals. • Ensure CSMs build and maintain strategic success plans for priority accounts, with clear business outcomes, owners, and timelines. • Oversee delivery of the annual department KPIs targets for the assigned regions under management. • Proactively identify at-risk customers, ensure CSMs build and deliver save plans, and drive cross-functional mitigation actions. • Use data (segmentation, health scores, product usage, NPS/CSAT, support signals) to prioritize focus and interventions across the portfolio. • Recruit, onboard, and develop a high-performing Customer Success team aligned to company values. • Set clear goals and expectations (KPIs, behaviours), and run a consistent rhythm of 1:1s, coaching, and performance reviews. • Build strong career development plans for each team member, including skills, certifications, and stretch assignments. • Model and reinforce a culture that is customer-obsessed, data-driven, collaborative, and accountable. • Drive effective use of Customer Success tooling (e.g., Gainsight/CS platform, CRM, support systems) for accurate data and workflows.

• Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes • Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria • Drive adoption and value realisation, including AI-driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI • Build trusted advisor relationships and deliver a customer experience aligned to stakeholder needs and expectations • Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA • Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers • Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends • Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact • Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps • Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience • Support customers through go-live and post-go-live phases, building confidence and momentum as they mature in their use of the platform • Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio • Travel up to 25–30% to support customer success activities

• Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion. • Build and maintain strong, long-term relationships with customers by understanding their needs and aligning our solutions to meet their goals. • Identify any potential risks associated to customer health and retention and communicate through regular pulse updates. • Attend on-site customer meetings and relevant industry events • Serve as the voice of the customer, providing feedback to internal teams to improve products, services, and processes. • Monitor customer health metrics and reach out proactively to ensure customers stay engaged and successful. • Collaborate with support and technical teams to address and resolve customer issues promptly. • Support in renewal conversations, forecasting and communicating clear next steps to secure timely contract renewals. • Identify new opportunities for growth and expansion. • Assist with various special projects to support the Customer Success organization.