Role Description We are seeking a dynamic Customer Success Manager to drive customer retention, expansion, and advocacy within our LAER (Land, Adopt, Expand, Renew) go-to market model. This role is critical to ensuring customer success throughout their lifecycle, maximizing ARR growth, and preventing churn through proactive relationship management and strategic account planning. Our clients are blue chip organisations. - Build and maintain strong relationships across all customer stakeholder levels (C-suite to end users) - Lead post-sale onboarding and implementation to drive product adoption and time-to-value - Identify and qualify expansion opportunities, collaborating with sales teams to grow account ARR - Own renewal strategy and execution, ensuring high retention rates and contract value preservation - In partnership with Key Account Manager, develop and execute comprehensive account plans aligned with customer business objectives - Monitor and analyse customer health metrics, usage patterns, and adoption trends to identify risks and opportunities - Proactively engage with customers to understand their strategic direction and evolving needs, conducting regular business reviews, health checks, and strategic planning sessions - Act as customer advocate internally while representing company interests externally - Coordinate crossfunctional teams (Support, Product, Engineering, Sales) to deliver customer outcomes - Develop and implement customer training programs and enablement initiatives - Manage customer-impacting programs (upgrades, migrations, product changes) - Track and report on customer satisfaction, Net Promoter Score, and key success metrics Qualifications - Bachelor’s degree or equivalent experience gained in a commercial environment. - Extensive Credit Risk or Fraud Domain experience. - Experience with managing SaaS solutions for tier one financial services institutions. - The ability to understand client’s objectives, support and guide their thought process to identify success criteria. - Proven track record managing customer renewals with high retention rates - Creative thinker with the ability to manage complex, multi-stakeholder customer relationships. Benefits - An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others. - The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences. - Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so. - An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie. Company Description At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more. - Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders. - Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems. - Lending — 3/4 of US mortgages are approved using the FICO Score. Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!

• Provide exceptional customer service while demonstrating product and industry knowledge, communicating with our users across several channels – email, chat, and social media • Respond to user complaints, requests, and inquiries in a professional and timely manner, practicing conflict resolution abilities and effective communication skills • Assist Regulatory Operations, Compliance, and other internal teams with ad hoc requests and additional fraud reviews as needed • Support the interdepartmental (Operations, Fraud) needs as it pertains to user interactions and our DFS product • Review player deposit and withdrawal transactions for potential fraud to ensure accounts are correctly maintained

Role Description This position is a field-based position based in San Francisco, CA in the Cardiac Rhythm Management division. As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias or irregular heartbeats. Under general direction, the CRM Product Support Specialist provides comprehensive engineering, sales, educational, and technical support. This role responds to field inquiries from physicians, healthcare professionals, patients, and field sales staff regarding CRM (Cardiac Rhythm Management) products. Key Responsibilities - Clinical Interface: Acts as a clinical interface between the medical community and the business. - Relationship Building: Demonstrates the ability to build and sustain credible business relationships with customers and share product expertise accordingly. - Comprehensive Support: Provides engineering, sales, education, and clinical support in response to field inquiries on an as-needed basis. Demonstrates a thorough command of all CRM products, related product and technical knowledge, trends, and players. - Training and Education: Develops, leads, and/or facilitates training sessions and other programs on CRM products for healthcare professionals. - Sales Support: Provides additional back-up support to CRM Sales Representatives. Qualifications - Bachelor’s degree in Bio-Medical Engineering, related field or equivalent healthcare experience. - A minimum of 0-2 years of related experience or a program certification from an accredited cardiac training program. - Must have the capability to obtain certification in CRM products. - Demonstrated knowledge of cardiology, electro-physiology, or cardiac electro-physiology procedures. - Familiarity with cath lab and operating room procedures and protocol. - Demonstrate advanced knowledge of cardiac pacing systems. - Must apply engineering skills and abilities to interpret and solve complex clinical problems. - Must possess strong written and verbal communication skills, along with excellent interpersonal, presentation, analytical, and organizational abilities. - Must be detail-oriented and capable of working independently. - Must be able to collaborate effectively with engineers, technical specialists, vendors, and customers to achieve assigned goals. - Must have extensive personal computer skills, including experience with Microsoft Office or equivalent software, for tasks such as graphics, word processing, databases, and authoring programs, to develop presentation materials. Benefits - Career development with an international company where you can grow the career you dream of. - Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. - An excellent retirement savings plan with a high employer contribution. - Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. - A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune. - A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists. Company Description Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

• Lead the end‑to‑end client success lifecycle, including onboarding, success planning, ongoing engagement, and renewal support. • Develop and maintain documented client success plans with clearly defined outcomes, milestones, and adoption goals. • Monitor and assess client health using engagement data, sentiment, compliance status, and platform utilization. • Proactively identify risks, changes, or barriers to success and implement mitigation strategies. • Facilitate executive‑level business reviews that communicate progress, insights, and value delivered. • Serve as the primary strategic point of contact for clients, building trusted and long‑term relationships. • Coordinate cross‑functional delivery with internal teams to ensure timely, high‑quality execution of client engagements. • Drive platform adoption through proactive outreach, training coordination, and usage reviews. • Identify potential expansion opportunities and partner with Sales by providing contextual client insights.