• Manage strategic enterprise customers across onboarding, adoption, retention, renewals, and expansion • Lead implementation and change projects with multiple stakeholders • Consult customers on governance, meeting preparation, collaboration, and decision-making processes • Facilitate onboarding sessions, workshops, trainings, and enablement formats • Identify adoption risks and develop clear actions to increase usage and customer value • Build strong relationships with board offices, executive assistants, legal, governance, IT, and senior stakeholders • Share customer feedback and insights with Product, Tech, Sales, and Leadership • Improve CS processes, playbooks, and scalable enablement materials

• Imagine Pediatrics is seeking a Director, Partner Success to drive client engagement and growth within the Partner Success Department. • This leader will play a critical role in managing a geographic region of plans, with key business results related to client retention and satisfaction, contractual operational and financial performance, account expansion, and scaling for growth. • Responsible for the growth, health, and success of Imagine Pediatrics client partnerships in a dedicated region • Lead development of a cross-company Strategic Account Plan for our key client partnerships that outlines strategic objectives, actions, and expected results • Build and maintain strong and lasting partner relationships and operate as the ongoing point of contact for client partners • Track and manage contractual requirements to ensure deliverables and reporting are timely and accurate • Collaborate with the market teams to lead Joint Operating Committee meetings • Identify new growth opportunities in collaboration with business development • Partner with VP of Partner Success to build an oversight model to successfully manage multiple plans within a region at scale • Develop and deliver a roadmap of tools and processes required to support strong and scalable ongoing client delivery • As the team grows, supervising manager and associate level team members. • Drive resolution of client escalations; coordinate with internal resources to deliver for the team and client • Champion clients’ needs and represent their interests in critical issue resolution • Collaborate across the organization to ensure all deliverables and milestones are met with quality and excellence • Clearly communicate the progress of strategic initiatives, both internally and externally • Provide input to the product and solution development process as the “voice of the customer”

• Lead day-to-day onboarding execution: securing customer access, coordinating with the development team on technical setup, building out onboarding templates, and keeping projects moving from access through delivery. • Partner closely with the Head of Customer Experience as a through line for customers — joining sales calls, kickoff meetings, data practices conversations, strategy sessions, and training engagements. • Run customer-facing meetings independently once strategy is defined, including ongoing monthly check-ins and relationship management for an assigned book of churches. • Translate between customers and the dev team: bring solutions back from engineering, follow up with customers on what's complete and what remains, and reduce the number of times an engineer has to be pulled into customer calls. • Support documenting processes as they are designed — onboarding playbooks, support workflows, training best practices, ministry-specific strategies — so the team can scale. • Identify what can be automated or delegated (including to AI tools) versus what must stay human and pastoral, and help build that operational backbone. • Travel periodically for in-person training and customer engagements alongside the Head of Customer Experience.

• Drive customer onboarding, product adoption, and ongoing engagement across your portfolio • Align product value to customer business outcomes, ensuring customers realize measurable ROI • Lead strategic business reviews and customer success planning sessions • Deliver proactive recommendations and best practices that improve customer outcomes • Monitor customer health, product usage, and engagement trends to identify churn risk early • Execute mitigation strategies and success playbooks for at-risk accounts • Partner with Account Management on save motions, retention plans, and renewal strategies • Build trusted relationships with customer stakeholders at all levels of the organization • Serve as the primary strategic advisor for product adoption and operational best practices • Execute proactive engagement cadences and lifecycle strategies across your book of business • Maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms • Execute customer success playbooks and engagement frameworks with consistency and discipline • Leverage customer signals and usage data to prioritize action and drive outcomes at scale • Contribute to scalable CS processes, programs, and operational improvements • Identify customer growth opportunities through usage trends, business needs, and stakeholder conversations • Partner with Account Management to surface and support expansion strategies • Advocate for customer needs internally while balancing business objectives