• Achieve world-class NPS/CSAT scores • Retention, churn and contraction mitigation, renewals, and expansion goals via effective and efficient territory management • Coach and teach our partner’s Customer Success Managers (P-CSMs) how to excel at customer success • Own and manage customer escalations and coordinate across departments to final resolution • Assist P-CSMs with policy and license questions • Contribute to Customer Success Best practices

• Set up clients for success in the Love Accelerator program. • Monitor activity of 250+ clients to identify opportunities for further support • Direct interaction with clients via phone/Zoom to identify key needs and develop action plans for next steps. • Qualify and ascend clients to our premium program, Lux. • Increase overall client satisfaction by facilitating a smooth transition into the program. • Remediate payment plan failures for existing clients • Process renewals, and secure referrals and testimonials. • Manage a 40-hour weekly schedule including: • Hold 6 hours of availability managed through Calendly • Engaging in community introduction responses. • Conducting client welcome calls to help clients get started.. • Serving as the first line of customer support via text, email, voicemails, helpdesk, and community forum messages. • Monitoring feedback surveys and conducting follow-ups. • Setting appointments for Lux consultations. • Monitoring and supporting the Lux clients’ progress. • Mitigating refunds through direct communication by phone or Zoom. • Participate in regular team meetings with the lead.

• Support the Client Success Executive as the primary point of contact for an assigned portfolio of strategic and enterprise 2nd.MD clients • Assist with strategic business reviews, quarterly health checks, and annual renewal discussions with HR leaders and key stakeholders • Monitor client communications and flag potential risks, concerns, or opportunities to the Client Success Executive • Maintain positive relationships with key decision makers, HR leaders, benefits administrators, and health plan partners • Assist with coordination of relationships between clients, health plans, insurance carriers, and strategic partnership organizations • Support program implementation and communication across client organizations and their health plan partners • Help facilitate meetings and ensure proper documentation and follow-up activities • Support client retention activities and assist with renewal preparation and documentation • Help identify potential growth opportunities and communicate findings to the Client Success Executive • Assist with developing client success plans and tracking progress against established goals • Provide administrative support for expansion discussions and coordinate with Client Success Executive as needed • Monitor and analyze client program performance with assistance from Client Success Executive, tracking utilization rates, member satisfaction, clinical outcomes, and ROI metrics • Prepare standard reports and summaries to help demonstrate program value to clients and health plan partners • Support implementation coordination of new services, features, or program enhancements • Assist with cross-functional coordination and help manage project timelines and deliverables • Serve as a knowledgeable resource on 2nd.MD services, helping clients navigate available programs and resources • Support client communications including meeting preparation, documentation, and follow-up activities • Assist with preparing materials and presentations for client meetings and strategic planning sessions • Help gather client feedback and communicate insights to appropriate internal teams • Monitor and track client engagement activities including marketing campaigns, communication initiatives, and member outreach programs • Coordinate with marketing teams to ensure proper tracking of engagement opt-ins. • Support execution of client-specific engagement strategies and marketing materials • Assist with election tracking of health fairs and on-site events. (Some travel may be required in attending on-site events.) • Maintain accurate records of engagement activities, marketing touchpoints, and election outcomes • Handle routine client inquiries and coordinate escalated issues with the Client Success Executive • Provide administrative support including meeting coordination, documentation, and project tracking • Assist with process improvements and help maintain best practices for client relationship management • Support special projects and initiatives as assigned by the Client Success Executive and leadership team

• Drives customer satisfaction, retention, and expansion with our current enterprise customers. • Serves as a strategic advisor, ensuring they’re seeing measurable value, adopting new content and features, and growing with the platform. • Partner cross-functionally to ensure the voice of the customer is heard across the company. • Guiding new customers through their customer journey process efficiently. • Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge. • Scheduling and conducting regular check-in meetings with customers. • Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc). • Examining usage data to pinpoint trends, opportunities and possible concerns, frequently employing analytics tools such as Tableau or Looker. • Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins. • Timely addressing of customer inquiries. • Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences. • Proactively identifying and addressing risks to customer satisfaction. • Gathering actionable feedback from customers for product improvement. • Identifying and capitalizing on opportunities for upselling and cross-selling.