• Become the strategic partner for your assigned clients, addressing their goals and recommending proven best practices that maximize their desired outcomes. • Regularly review and provide customer health data to identify trends and opportunities and actively address and avoid risks. • Provide internal communications regarding customer’s configuration, usage information, satisfaction of the system. • Establish and conduct proactive recurring cadence calls with customers that accelerate the adoption of best practice solutions aligned with customer goals and objectives. • As the account quarterback, establish and supervise the customer’s adoption, sustainment, and optimal utilization of Censis’s products and services to continually drive incremental value. Guide the customer to the appropriate internal Censis resources available. • Schedule proactive on-site visits with customers to foster relationships and better understand each customer’s unique environment. • Create and conduct annual Business Reviews with customer leadership teams to drive impactful partnership discussions, align on their vision for continuous improvement, understand key business challenges, and deliver value messaging. • Execute contract renewal management workflows, working with our internal teams and external customers to ensure timely renewals. • Build and maintain clinical and technical knowledge expertise. Knowledgeable about the workflow solutions and benefits of Censis applications. • Actively support funnel growth by generating qualified CS leads based on customer evidence. • Actively update required CRM systems and follow cross-functional standard workflows. • Be a client advocate, while keeping Censis values and initiatives in mind.

• Develop strong relationships with members and understand their business needs, challenges, and goals • Support new client implementations of RetinaOS, including requirements gathering, user training, and post-implementation support • Collaborate with technical teams for smooth integration of technology • Train new and existing clients on RetinaOS • Analyze usage data to drive technology adoption

• Build, mentor, and lead a high-performing, cross-functional regional team comprising Customer Success Managers (CSMs), Digital Success Managers (DSMs), CS/PD Directors, and a network of contingent/contract workers toward outcomes for a high volume of small accounts • Lead a large team through an evolving process, tooling, and coverage models utilizing differentiated approaches (pooled/one to many) for various individuals and our smallest customers • Set the strategic direction for regional operations, ensuring alignment between the commercial goals (retention, revenue growth) and pedagogical goals (implementation fidelity, student outcomes) • Direct the hiring, onboarding, and continuous development of full-time staff and the contingent workforce • Oversee the execution of the entire small contract, high-volume post-sales lifecycle • Partner with regional leaders to ensure timely, high-quality delivery of PD services across all customer segments • Drive regional revenue growth by securing high renewal rates, identifying expansion opportunities, and increasing customer lifetime value (CLTV)

• Supports Clients and Providers' needs while focusing on driving product and solutions usage. • Provides platform training, client support, and advisement. • Acts as a front-line technical support for client administrators. • Develops a broad understanding of client’s needs in order to meet expectations. • Owns the process for collecting data from partners for use across all teams. • Keeps clients informed of feature updates and process changes. • Manages process to confirm enrollments with partners.