• Own the full post-sale customer lifecycle for a portfolio of ~60 mid-market accounts, serving as their primary point of contact and trusted advisor • Develop deep expertise in OnitX to guide customers toward outcomes that solve their most pressing legal operations challenges • Proactively monitor account health, identify at-risk customers, and execute mitigation plans before issues escalate • Conduct regular business reviews to align on customer goals, demonstrate value, and surface expansion opportunities • Partner with the Renewals team to support on-time renewals and reduce churn within your portfolio • Collaborate cross-functionally to advocate for customer needs and share feedback with Product and Implementation teams • Develop and share best practices across the CS org to continuously improve efficiency and effectiveness

• Portfolio Management: Serve as the primary point of contact for a dedicated portfolio of 35–38 Scaled accounts (under $200k ARR) post-implementation, successfully balancing 1-to-many programmatic initiatives with targeted high-impact 1-to-1 engagements. • Retention & Renewal: Manage the subscription renewal pipeline for your assigned portfolio and maintain close cognizance of customer health in order to proactively eliminate barriers to adoption and value. • Sales Collaboration: Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process. • Account Expansion: Develop deep, trusting relationships with customer key personnel and larger teams to efficiently seek and develop up-sell / cross-sell opportunities across a high-velocity account base. • Cross-Functional Coordination: Coordinate and conduct meetings between customers and Saviynt cross-functional teams to solve problems and advance customer adoption; ensure post-meeting follow-ups and action-item completion. • Data-Driven Insights: Monitor and identify product utilization trends across your portfolio, providing feedback to Saviynt cross-functional teams to support continuous improvement -- finding ways to better support customer use cases and corporate identity strategies. • Partner Alignment: Communicate with implementation Partners supporting Saviynt customers and seek opportunities to improve outcomes and relationships in the context of customer adoption. • Scaled Enablement: Plan and deliver education for customers on new features and releases, leveraging webinars, automated campaigns, and digital enablement channels to effectively reach your full portfolio. • Customer Advocacy: Act as the voice of the SMB Scaled customer segment and collect feedback to drive continuous improvement across all areas including product.

• Hire, develop, and retain a team of high-performing Customer Success Managers while ensuring operational consistency across customer tiers and segments. • Partner with the Customer Success Director to monitor team performance, optimize operational procedures, and elevate training or enablement needs. • Coach Customer Success Managers to maximize member engagement, customer retention, revenue growth, and value actualization through strategic reporting. • Drive team accountability for core department KPIs, including renewal rates, customer retention, net-new revenue expansion, and customer satisfaction. • Provide consolidated reporting on team achievements, identifying business risks or macroeconomic trends blocking desired results. • Lead risk management strategies across assigned segments to address talent, relationship, and revenue risks through cross-functional reviews and account meetings. • Oversee monthly revenue forecasting, ensuring strategies are deployed to mitigate financial risks and support underperforming accounts. • Manage executive-level client engagement and high-visibility clinical or operational escalations alongside your team. • Represent the Customer Success department in late-stage prospect finalist meetings and strategic internal deal reviews. • Collaborate closely with cross-functional partners across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to ensure the voice of the customer is reflected across all business units.

Role Description Owns the CRN customer relationship for assigned Original Equipment Manufacturers (OEMs), and acts as a consultative partner to maximize the value and benefit of product/service offerings and drive client engagement and retention. Provides day-to-day guidance to the CRN OEM Customer Success team. Maintains deep knowledge of OEM, industry, product, and role in the market. Tracks success of OEM programs through metrics to help manage program performance to objectives. Works cross-functionally with National Accounts, Product, Operations, Direct Sales, Marketing, and Support teams to ensure key tasks are being managed successfully. Key Responsibilities - Builds long-standing and successful relationships with OEM clients; strengthens industry partnerships and engages industry stakeholders. - Manages daily activities and staff of the OEM Customer Success team, including setting objectives and goals, communicating priorities, providing performance feedback, and offering professional development opportunities. - Coordinates travel to OEMs and schedules calls and virtual meetings to build relationships and develop rapport. - Evaluates industry trends to create preemptive solutions. - Educates internal teams on new OEM CRN objectives and projects, and shares feedback from shops, account managers, and Regional Directors with OEM clients. - Receives OEM issues, conducts research to clarify and resolve issues, and communicates resolution to the customer support team. - Oversees agreements and takes a proactive approach with renewals and Request for Proposals (RFPs). - Provides advice regarding strategic and operational partnership requirements, and analysis of program performance, Return on Investment (ROI), and ongoing opportunities for program improvement. - Supports new program rollouts/launches in conjunction with Product and other OEC cross-functional teams. - Creates engaging PowerPoint presentations for various groups and needs, including quarterly business reviews and webinars for OEM partners. - Communicates with OEM dealers and field representatives regarding network updates and initiatives. - Assists department leadership with hiring and onboarding of new team members. Qualifications - A bachelor’s degree from an accredited college or university is required, with a focus in Business or related discipline. - In the absence of a degree, equivalent work experience directly related to the key responsibilities of the role will be considered as a substitute for the degree. Experience - At least 8 years of experience in enterprise customer success building value with large enterprise customers across software and services. - At least 1 year of informal management experience such as leading workgroups, committees, or cross-functional projects. Skills and Abilities - Excellent relationship and account management skills. - Ability to lead and coach a diverse team and foster a positive, teamwork-oriented environment. - Excellent communication skills, with the ability to tailor communications to a specific audience. - Quickly learns and understands company products and their features, benefits, and application within OEM client locations. - Strong organizational skills with attention to accuracy, detail, and timely follow-up on action items. - Proficiency with PowerPoint and skilled at creating and delivering engaging presentations. - Flexible and adaptable approach to work, adjusting to shifts in priorities as needed. Travel - Domestic travel is required and anticipated to be up to 25% of work time. - International travel may also be required on an occasional and limited basis. Benefits - Flexibility in work arrangements (remote, hybrid, or in-person). - A strong sense of camaraderie and community. - Empowerment to take risks, learn, and grow within a dynamic and supportive environment.