• Provide exceptional customer service via phone, email and other channels, handling and resolving inquiries related to memberships, accounts, customer visits, and general feedback. • Execute on established playbooks to resolve customer issues efficiently and effectively, while assisting in documenting and improving processes that already exist. • Work cross-functionally with operations and growth team members to resolve customer questions and issues. • Collaborate with the Success team to identify patterns of customer pain points, refine support processes, and improve the customer experience. • Assist with account updates, data management, and the analysis of customer support trends. • Document and track key learnings, ongoing issues, and share insights with other teams for visibility. • Help with other customer success projects as needed, such as outreach for payment information updates, proactively requesting customer feedback, researching customer accounts and more.

• Own the day-to-day execution of digital programs across email campaigns, in-app engagement, community, and customer education • Build and manage automated email campaigns that guide customers through onboarding, activation, and ongoing adoption milestones • Identify at-risk accounts using health score signals and deploy targeted risk intervention sequences • Monitor campaign performance (open rates, click-through, conversion) and continuously optimize messaging and timing • Design and launch in-app guides, product tours, tooltips, and banners that drive feature discovery and usage • Own day-to-day strategy and management of Momentus' online customer community platform • Create new customer learning content including quick-start tutorials, how-to videos, and structured learning courses

• Develop Deep Relationships: Build strong, trusted-advisor relationships with key stakeholders and executive sponsors for each assigned enterprise account. • Drive Success Plans: Create and evolve tailored deployment and success plans for each customer, driving execution throughout their lifecycle to retain, strengthen, and expand relationships. • Master the Product: Develop and maintain a deep understanding of the Jellyfish platform. Deliver deep-dive product demos, map technical workflows, and identify creative use cases to drive adoption. • Educate & Enable: Lead onboarding and training to ensure durable adoption across teams and functions. Facilitate the training of new users as the Jellyfish footprint expands. • Keep Regular Checkpoints: Proactively manage customer relationships. Monitor account health, conduct impactful Executive Business Reviews (EBRs), and act decisively if a customer shows signs of churning. • Partner Cross-Functionally: Collaborate with Account Executives and Managers to unlock expansion opportunities and drive renewals. • Be the Voice of the Customer: Work closely with internal Product, Engineering, and Forward Deployed teams to scope prototypes, troubleshoot blockers, and prioritize strategic enhancements requested by customers.

• Identify and train internal champions at each dealership — the people who will carry adoption forward long after your visit. • Run onboarding and training sessions designed to create self-sufficiency, not dependency. Leave them with the confidence to train their own team. • Understand the dealership as a business (their metrics, pressures, goals) AND the day-to-day experience of the farmers and operators they serve — and connect both to the value of our platform. • Track adoption and engagement at the dealership level; identify where things are stalling and help remove the blockers without becoming the bottleneck yourself. • Build relationships deep enough that your contacts proactively share what's working, what isn't, and what their team needs next — without you having to ask. • Earn trust and drive change without a mandate. You're not there to tell anyone what to do — you're there to make the better way feel obvious. • Build training resources — guides, playbooks, short videos — that a dealership team can use on their own, without you in the room. • Create materials that speak to different roles inside a dealership: service techs, parts advisors, service writers, managers. What motivates each of them is different — and your materials should reflect that. • Capture dealer wins, customer stories, and real-world use cases that help other dealerships see what's possible and get there faster. • Be the voice of the customer back to the Product team. You're in the field — you'll hear things nobody else does. • Document patterns: recurring friction points, unmet needs, what's resonating and what isn't. Bring it back in a form that's useful, not just a running list of complaints. • Help translate product updates into plain-language communications that actually land with dealer teams — release notes that a service writer would actually read.