• 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.

• Drive business value for customers through the use of SwiftMR • Engage with customers to provide best practices to maximize the value of our solution • Install and configure the MRI enhancement solution at new customer sites • Provide comprehensive training to customers on product usage • Address and resolve inquiries related to product performance, image quality, and usage • Educate channel partners on product installation and best practices • Work closely with Head of Customer Success and Business Development Managers • Align with the Product Operations team based in Seoul HQ