• Define and execute Route's Customer Success strategy, ensuring merchants realize long-term value from their partnership with Route • Lead, coach, and develop a high-performing team of Customer Success Managers, fostering a culture of accountability, growth, and customer obsession • Own key business metrics, including net revenue retention, renewals, expansion opportunities, and overall portfolio health • Build and scale customer success programs, playbooks, and engagement models that support merchants across a range of segments and needs • Partner with Revenue Operations to establish the processes, tools, and reporting needed to drive efficient execution and informed decision-making • Serve as the voice of the customer, translating merchant feedback into actionable insights for Product, Marketing, and Operations • Collaborate closely with Sales, Onboarding, Product, and Revenue leaders to create a seamless customer experience and identify growth opportunities • Represent Customer Success in strategic planning and leadership discussions, helping shape Route's broader revenue and retention strategy

• Manage and maintain positive relationships with clients and families. • Address and resolve client concerns, escalations, and service-related issues. • Conduct root-cause analysis on client attrition and service challenges. • Coordinate communication between families, therapists, and internal teams. • Support client retention initiatives and engagement strategies. • Monitor client satisfaction and identify opportunities for service improvement. • Maintain accurate records and documentation of client interactions. • Collaborate with operational teams to ensure timely issue resolution.

• Manage a large portfolio of enterprise government agency customers, delivering high-touch engagement and strategic guidance at scale. • Build and maintain trusted advisor relationships with senior stakeholders and executive sponsors, including CXO-level contacts on both the IT and business sides of the organization. • Develop 3-5 year strategic agency plans in partnership with customers, aligned to Accela's product roadmap and the agency's long-term goals. • Travel regularly to customer sites to conduct walk-the-halls engagement, strengthen relationships, and deepen organizational awareness. • Own renewal health for the portfolio, proactively identifying and managing at-risk accounts, forecasting renewal outcomes, and driving retention through consistent value attainment. • Partner closely with Sales to identify, develop, and advance upsell and cross-sell opportunities within the enterprise portfolio. • Build and maintain KPI dashboards and deliver compelling data stories that communicate customer progress, outcomes, and Accela's impact to both internal and customer stakeholders. • Benchmark customer outcomes against industry peers and best practices, helping customers understand their performance and identify areas for improvement. • Identify AI use cases specific to each customer's workflows and track AI feature adoption as a key health and engagement signal. • Leverage AI tools and capabilities to scale customer success activities across a large portfolio without sacrificing quality of engagement. • Develop, implement, and track goals using the Objective and Key Results (OKR) framework. • Advocate for customer needs within the organization through formal Voice of the Customer (VoC) processes, ensuring enterprise feedback directly influences product and service development. • Flag competitive displacement risks at accounts and surface competitive intelligence to internal teams. • Identify and develop peer reference opportunities and partner with Marketing to develop case studies that turn healthy accounts into advocates. • Manage escalations end to end, owning the escalation path from intake through resolution. • Mentor and provide informal leadership to CSM teammates, sharing enterprise best practices and success methodologies across the team.

• Onboard dealership customers to AppraisalPRO and conduct initial training • Quickly and effectively aid customers in resolving technical issues and coordinate with internal engineering teams to resolve any issues • Proactively provide support by actively monitoring product usage to identify red flags • Influence and build rapport with key decision-makers in order to become their trusted advisor • Secure referrals to other potential dealership customers from existing customers • Present recommendations on platform and user experience improvements to our Product and Engineering team