• Execute, Lead, coach, and mentor a high-performing Customer Success team • Develop and execute scalable playbooks for onboarding, implementation best practices, go-live, adoption, renewals, and expansion • Drive renewal strategy and expansion opportunities in partnership with Finance and Sales • Develop and execute technical account plans that align Truv’s solutions with customers’ business objectives and technical environments • Lead client onboarding, solution design, implementation, and integration projects in collaboration with customer technical teams and internal engineering resources • Oversee customer health, product usage trends, and lifecycle engagement to identify growth opportunities • Create and deliver enablement and training programs for customer teams to ensure long-term success • Partner closely with Product, Engineering, and Finance to advocate for customer needs and provide market feedback • Unblock customer challenges, lead strategic QBRs, and drive executive-level engagement • Implement systems, playbooks, KPIs, and analytics to measure customer success, retention, and team performance. • Implement weekly reporting for leadership team and updates to

• Act as the primary contact for client accounts via Slack, Email, and Google Meet. • Lead onboarding sessions, pre-launch meetings, and periodic client check-ins (15-day, 30-day, etc.). • Communicate campaign performance updates, findings, and next steps clearly and proactively. • Ensure clients feel supported and informed at every stage of engagement. • Proactively manage client relationships by identifying potential concerns, opportunities, and action items before they become issues. • Investigate client concerns and performance challenges to identify root causes and collaborate on effective solutions. • Continuously learn about clients' businesses, industries, and goals to provide more strategic support and recommendations. • Maintain a professional, work-related social media presence and engage appropriately as part of the company's relationship-building and networking efforts. • Review dashboards and reports prepared by the analytics team to extract key trends and insights. • Deliver findings in a clear, client-friendly way — turning performance data into actionable recommendations. • Identify patterns in campaign performance, lead quality, and conversion rates. • Suggest optimizations based on client goals and data trends. • Track and manage client action items and deliverables across a portfolio of approximately 50 clients. • Ensure all follow-ups — including report delivery, campaign adjustments, and disposition data — are handled promptly. • Maintain up-to-date communication records in internal systems and CRM platforms, with preference for candidates experienced in HubSpot Service Hub.

• Own a portfolio of ~15–20 Enterprise accounts (>$50K ARR), serving as their primary strategic partner throughout the post-sale lifecycle • Maintain a documented "why Common Room" success plan for every account tied to a specific business problem, and updated after every QBR • Build and cultivate multi-threaded relationships across champion, economic buyer, and executive sponsor levels, including RevOps leads and GTM engineers; identify and close relationship gaps before they become renewal risk • Develop and maintain deep expertise in Common Room's data model, signal types, integrations, and platform configuration; become the customer's most knowledgeable resource on how to use the product effectively • Consult on use-case design and GTM workflow architecture: ensure effective product utilization that matches customer goals • Develop fluency in Common Room's MCP and CLI capabilities and their role in AI-embedded GTM workflows; confidently relate use cases, stakeholder fit, and business outcomes • Recognize customer adoption maturity spectrum and actively drive progression as part of your expansion motion • Translate technical questions and integration challenges into clear guidance; partner with CS Engineering on escalations, but handle Tier 1–2 technical questions independently • Understand customers' tech stacks to advise on how Common Room connects to and amplifies their existing systems • Deliver consistent partnership health summaries and value realization recaps; build value evidence throughout the year for renewal conversations • Drive platform adoption, tying customer goals and strategies to measurable outcomes • Identify risk early and drive mitigation plans before relationship issues arise • Deliver recurring, account-specific recommendations tied to customers' documented success criteria • Partner with Account Managers on expansion opportunities and facilitate QBRs and EBRs

• Drive value realisation: The Senior CSM will use their in-depth system knowledge, deep education industry knowledge and understanding of the principles of Customer Success to work alongside our top tier customers (a named list of our highest value accounts) to: - Define measurable business outcomes - Conduct regular Success Reviews - Drive full product adoption - Present outcomes in clearly detailed and well managed Success Plans • Stakeholder management: Build and nurture relationships with customer C-suite and key operational stakeholders to ensure Arbor is indispensable to their business operations - Carry out regular on-site meetings with customers to agree on and measure progress to outcomes; confirm next steps and functionality roll out plans; discuss outstanding risks; general check in to maintain positive relationships • Risk management: Proactively carry out and monitor health checks and platform usage, intervening to raise and manage risks for their named list of accounts. - Work closely with the relevant Partnership Manager (who will manage commercial risks) and other internal stakeholders to mitigate. • Commercial growth: Identify upsell, cross-sell, and expansion opportunities, collaborating closely with Partnership Management colleagues, to protect and grow Net Revenue Retention (NRR). • Effective cross-functional advocacy and collaboration: The Senior CSM will work extremely closely with colleagues across the business - Translate complex customer feedback and unmet needs into actionable insights for our Product and Engineering teams. - New relationships will need to be fostered and existing ones developed and maintained, with the continuous aim of advocating as the voice of the customer. • Technical expertise: The Senior CSM will bring a deep understanding of Arbor's products and services, which enables them to provide technical guidance and advice to customers and must be committed to continued learning and deepening their understanding of the Product - Work with customers on configuring or adjusting system configurations - Advising on data services, integrations and APIs - Discussing system architecture - Advising on relevant training and Professional Services that would be of benefit