• Build a strong relationship with your clients as a strategic and supportive partner • Focus on building loyalty to ensure long-term client success by presenting product information, addressing customer issues and helping the teams implement Prompt Plus and other premium product offerings • Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system • Gain a strong understanding of the ins and outs of a therapy business in order to provide expertise to our clients throughout their onboarding • Lead question/answer webinars with clinical management and staff • Work with support team as tickets are escalated to you to provide specific workflows for clients, and work the support channel per team needs • Work with Clients if they choose to downgrade or churn off products to save the client and help them understand the value of our products. • Assist in the onboarding process of new clients • Delegate questions to the Client Experience Team, Billing Success Team, and Customer Success team as appropriate • Collaborate with team members and management in recommending and implementing improvement opportunities

• Own all active customer accounts • Increase utilization and ensure practices exceed minimum lab commitments • Identify opportunities to increase wallet share within the Incisive network • Drive adoption of additional product categories (aligners, dentures, high-esthetics, AOX, etc.) • Lead expansion conversations directly with practice owners • Monitor usage trends and identify early risk signals • Address underutilization and lab dissatisfaction • Lead retention save efforts • Build and document the mid-life customer success motion • Define account segmentation and outreach cadence • Develop expansion messaging and best practices

• Build relationships with assigned clients, including onboarding, increasing adoption, ensuring retention, providing ongoing training & support, deploying new features, and maintaining client satisfaction. • Develop, prepare, and nurture customers for advocacy. • Work closely with Account Executives to identify and/or develop upsell opportunities.

• Own the partner lifecycle after the deal is signed • Take handoff from SW/HW Directors at signature and lead the journey through onboarding, launch, optimization, renewal, and expansion. • Serve as the primary point of contact for our ecosystem partners on performance, operations, and ongoing collaboration. • Build a scalable Partner Success engine • Design and implement standard playbooks for onboarding, launch readiness, in‑life support, and QBR/MBR rhythms across partner tiers utilizing the latest tools in AI. • Segment partners into clear tiers (e.g., strategic, growth, self‑serve) and align level of support, governance, and expectations accordingly. • Drive performance management and accountability • Define and manage scorecards and KPIs for each partner (attach rate, multi‑connected %, revenue, engagement, NPS, support metrics). • Run QBRs/MBRs with partners and internal stakeholders; surface insights, risks, and recommendations. • Identify underperforming partnerships early and lead structured turn‑around plans (or managed wind‑downs where appropriate). • Be the voice of partners inside Oura • Aggregate partner feedback across Product, Engineering, Marketing, Data, and Ops into clear, prioritized themes. • Influence Ecosystem primitives, motions, and surface roadmap based on what’s actually working in‑market and where friction is highest. • Help markets (eg. Women’s Health) understand how ecosystem partnerships are performing within their segments. • Ensure operational excellence and compliance • Partner with Legal, Security, and Clinical/Regulatory teams to ensure live partnerships operate within approved guardrails (data sharing, privacy, SLAs, reporting). • Work with Support/MX and Ops to handle escalations gracefully and maintain a high bar for member and partner experience. • Lead and grow the Partner Success function • Establish a culture of proactive problem‑solving, data‑driven decisions, and high‑quality communication with both partners and internal teams utilizing AI tools