• 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.

• Support renewal execution across assigned contracts and customer accounts • Coordinate with distributors to initiate and track renewal proposals • Ensure renewal documentation is prepared, organized, and communicated effectively • Track renewal status and provide visibility into renewal progress and outcomes • Support low-touch and distributor-led contract motions • Assist Strategic and Regional CSMs with renewal coordination and execution • Maintain accurate renewal tracking in internal systems

• Own customer progression through defined lifecycle stages (Onboarding, Adoption, Renewal) • Drive activation and ensure customers achieve first value in a timely manner • Monitor customer health using usage data and lifecycle signals, proactively mitigating risk • Execute targeted interventions based on customer health (e.g., Red/Yellow/Green) • Support structured onboarding and guide customers through Velixo Academy and training resources • Ensure smooth handoff from Sales and/or Partners into onboarding • Collaborate with partners to support shared customers, adapting to different delivery models • Support renewal processes through proactive engagement and early risk identification • Identify opportunities for customer advocacy and communicate feedback to Product and internal teams • Serve as a trusted advisor, guiding customers through their post-sales journey and maximizing their Velixo investment • Collaborate with Sales and Reseller Partners to strengthen customer relationships and identify expansion opportunities.