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.

Role Description We are currently looking for a Customer Success Manager to join our team. EquipNet’s Customer Success Managers lead the execution of project plans by: - Directing resources and activities to successfully liquidate assets under scope by agreed deadlines. - Working as a direct point of contact with clients to ensure client satisfaction and improve areas of dissatisfaction. - Assisting Project Managers and Account Leaders with certain admin functions (data collection, scheduling, meeting minutes, etc.). - Having basic logistics coordination responsibilities. The most successful Customer Success Managers are organized, have great communication skills, and the ability to communicate effectively (both internally within EquipNet and externally with our clients). The successful candidate will also be able to: - Manage assigned projects through to completion. - Effectively build customer relationships that promote retention and loyalty. - Coordinate resources available to ensure project success. - Ensure client expectations and deadlines are met. - Support Project Managers on specific activities including absence cover. - Support Account Leaders with generating client data, presentation materials, and general admin work. - Work in close partnership with all departments, particularly Logistics, Sales, and Finance. - Develop and maintain project records and documentation. - Manage and coordinate logistics activity. - Demonstrate tenacity in work activities. Qualifications - Minimum of 2 years Customer Success/Customer Support experience (preferably in manufacturing or industrial products). - Microsoft Suite (Microsoft 365) proficiency, specifically in Excel and PowerPoint. - Excellent planning, organizing, and networking skills. - Enthusiastic, highly driven, able to cope under pressure and meet targets. - Excellent commercial acumen. - A natural communicator with excellent negotiation, presentation, persuasive, and interpersonal skills. - Technical aptitude and the ability to learn and support new system implementation or changes.