• Ensure swift execution of new Pano station installations by partnering closely with the internal Operations team and facilitating necessary actions with Sales and Operations teams • Drive ongoing account management to ensure customer satisfaction and drive additional expansion opportunities • Demonstrate strong executive presence and communication skills in high-stakes settings, including executive-level presentations, customer engagements, and strategic stakeholder meetings, effectively conveying confidence, clarity, and credibility. • Expertly navigate a SaaS business by skillfully managing the expectations of both your team and customers and making thoughtful choices that align business goals with client needs • Actively learn our client's needs to deliver the best solutions to their goals • Partner with Sales to support successful renewals and expansions in line with Pano’s “land and expand” strategy • Creatively problem-solve when difficult situations arise and help client and internal team members resolve delivery challenges • Regularly present critical findings, strategic planning, and sometimes difficult information to clients.. • Foster effective decision-making and operational excellence across the business by building cross-functional relationships and helping internal teams understand client priorities and business context • Maintain strong relationships with clients to ensure streamlined project implementation, review ongoing needs, and provide timely solutions, and recommendations to help achieve success and drive adoption • Deeply understand the product suite, service offerings, and functionality to enable effective communication of capabilities to clients • Actively contribute to the refinement and development of new product features and service offerings by working closely with Product and Engineering

• Own the end-to-end customer success strategy for your assigned book of business, setting priorities and driving outcomes with minimal day-to-day direction. • Identify opportunities to maximize customer value on the Stellar Platform, translating data into compelling narratives and actionable strategies. • Lead weekly and monthly client meetings and own QBR preparation and delivery — you are the primary point of leadership for your accounts. Your Director will attend QBRs and is available for escalations, but is typically not present in routine client interactions. • Proactively assess and elevate customer health via key performance indicators and trends, ensuring strategic alignment with your customers' objectives in the value-based care space — and acting on risks before they escalate. • Diagnose complex barriers to success, identifying areas for intervention and independently developing and implementing data-driven mitigation strategies. • Minimize churn and drive comprehensive renewal strategies, partnering with your Director and Enterprise Growth on high-stakes renewal or expansion conversations as needed. • Proactively identify opportunities for account expansion and deeper partnership, working with Enterprise Growth to shape, develop, and close new business based on demonstrated and quantifiable client ROI. • Lead and orchestrate cross-functional initiatives and strategic work streams that directly impact customer outcomes and drive significant value realization. • Proactively bring the customer perspective to the Stellar organization, influencing strategic thinking and planning across the business.

• Serve as the senior Gifthealth relationship owner for key client programs. • Build trust with client executives, understand their strategic goals, and ensure Gifthealth is positioned as an indispensable partner. • Own escalations, renewals, and expansion conversations at the relationship level. • Lead and develop a team of Directors of Client Success who own QBR execution, program reporting, and day-to-day client engagement. • Maintain a clear view of program health across all client accounts. • Partner with the patient experience team to identify risks early, resolve issues proactively, and ensure program performance meets or exceeds client expectations. • Serve as the primary bridge between client-facing work and the patient experience operations team. • Ensure quarterly business reviews are executed at a high standard across all client programs. • Partner with commercial leadership on renewal strategy and expansion opportunities.

• Facilitate a smooth onboarding process for new customers. • Develop and deliver onboarding materials, training sessions, and support resources. • Proactively engage with customers to understand their needs and ensure continuous value from the Hatch platform. • Conduct regular check-ins and business reviews with customers to assess satisfaction and identify improvement opportunities. • Collect and analyze customer feedback to inform product improvements. • Collaborate with the product team to prioritize and implement customer-driven enhancements. • Define and document onboarding and engagement processes. • Create best practices and scalable solutions for customer success initiatives. • Monitor and interpret user and application engagement metrics. • Provide insights and reports to internal teams to drive product and service improvements. • Develop and conduct training programs for customers to maximize platform adoption and utilization. • Provide ongoing support and troubleshooting to ensure customer success.