Role Description The Scaled Customer Success Manager is responsible for ensuring effective adoption and expansion for new and existing clients at scale. You will be working with key customer and LawVu stakeholders to ensure that the client transition from sales, through onboarding, to customer success, is a smooth process. You will manage your own portfolio of customer accounts leveraging digital programs, ensuring client objectives, outcomes and ways of working are well understood; tailoring an adoption and expansion strategy to suit. This role will call on a combination of Customer Success, Account Management, and Operations skills to mitigate churn, nurture adoption, and steer clients towards annual 110% net revenue growth. - Initialising and onboarding new customers - Communicate with clients to understand their objectives, requirements, internal workflows and ways of working. - Identify and engage key stakeholders, preparing, managing and communicating a clear, timed success plan. - Multi-thread your accounts, nurturing product champions and decision makers to successfully adopt and embed LawVu. - Guiding and nurturing existing customers - Identify and coach system champions to become experts; training their own teams. - Run train-the-trainer style sessions remotely. Infrequent on-site training is possible. - Proactively manage your own portfolio of accounts, prioritising high touch and low touch activities by value to client. - Leverage scaled and high touch toolkit for check-ins, reviews and renewals based on their stage in adoption and health score. - Prepare and educate customers on new features, releases, and product concepts. - Identify customers at risk of churn and develop strategies for retention and to grow adoption at scale. - Continuous improvement - Work closely with other LawVu stakeholders, including Support & Product, to collate and action feedback. - Escalate issues to the support team and liaise with them through to resolution. - Partner directly with the wider Customer Success team to implement and refine the Customer Success strategy, reducing clients’ Time to First Value (TTFV). - Partner directly with Digital Customer Success Program Manager to continually improve scaled success processes, including active use of Customer Success Platform, CRM, and other tools. - Growth and expansion - Identify up-sell and cross-sell opportunities, seeking to continually grow Annual Recurring Revenue per account, through high renewal rate, platform module growth and user expansion. - Build relationships with key customers, cultivating heroes who have achieved success to advocate for LawVu. - Work with Marketing to engage advocates at scale. - Achieve a Net Revenue Retention rate of at least 110% as part of an annual bonus scheme. Qualifications - 2+ years previous experience in a remote scaled implementation, account management or customer success role - Track record of upsell and client growth achievement - Engaging content creator of videos, business reviews, articles, etc. - Strong operations skills; comfortable making data-driven decisions and leveraging digital programs in a CS Platform (Vitally or similar) - Knowledge and understanding of the legal industry - Strong time management and organisational skills, and the ability to multitask - Excellent negotiation and presentation skills - Excellent listening, verbal, and written communications skills Location This role will be based in Australia. Benefits - Monthly wellness allowance to use on whatever enables you to bring your whole self to work - gym membership, massage, childcare.. the list goes on! - Health insurance cover - Extended paid parental leave - Extra paid day off on your birthday - Share options so you can have a piece of the pie - Home office allowance set up for remote employees

• Build and maintain strong, trust-based relationships with veterinary clinics, serving as the primary relationship owner for assigned Managed accounts. • Partner with clinics during critical phases of their Digitail journey to drive adoption, optimize workflows, and support long-term success. • Lead regular customer meetings based on the clinic's stage of maturity, including weekly Adoption meetings, Optimization reviews, and Quarterly Business Reviews (QBRs). • Guide clinics toward best practices and workflow improvements that help them maximize the value of the Digitail platform. • Reinforce training and identify opportunities for additional education, coordinating with the Training team when structured learning is required. • Review clinic usage, engagement, and operational trends to identify opportunities, risks, and areas requiring intervention. • Partner with customers to define and track Success Outcomes, ensuring Digitail remains aligned to the goals that matter most to each clinic. • Monitor and maintain customer health, proactively identifying early indicators of risk and coordinating cross-functional action plans when needed. • Act as the voice of the customer by gathering feedback, identifying trends, and sharing insights that inform product and process improvements. • Collaborate closely with Support, Product, Training, Onboarding, and Leadership teams to ensure customers receive the right level of support at the right time. • Provide visibility into customer priorities, challenges, and next steps through accurate and timely documentation in internal systems. • Support smooth transitions from Onboarding into Customer Success through structured post-live handoffs. • Facilitate strategic business reviews with clinic stakeholders to review progress, celebrate successes, and identify future opportunities. • Maintain a high level of understanding of Digitail's products, workflows, and veterinary operational best practices. • Stay informed about trends in veterinary medicine and practice operations to better advise and support customers.

• Manage the trial of Samsara technology for enterprise prospects, developing tailored trial plans customized to the prospect’s specific needs. • Lead value-based conversations to establish success criteria, define project scope and manage internal and external teams accountable for the end-to-end delivery of the trial. • Act as a subject matter expert on topics such as change management, communication strategy, risk mitigation, and coaching techniques. • Build collateral to support trial process standardization including job aids, communication templates, mutual action plans in Accord, etc. • Lead internal account team strategy sessions to unblock deals and drive alignment on next steps to progress the trial, coordinate leadership support asks, and more. • Coordinate with key cross functional teams to bring in the right resources at the right time based on strategic priorities of the trial. • Communicate updates on major milestones, keeping internal and external stakeholders informed of progress and trial outcomes. • Create tailored meeting content for key trial milestones and ad hoc engagements as needed. • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale.

Role Description The Senior Client Success Manager - Programmatic is at the forefront of Zeta’s strategic client/agency partnerships. In this dynamic environment, you will ensure the book of Zeta clients is meeting their campaign performance goals and work in tandem with the Client Success Director to drive account growth in highly targeted digital advertising programs. This role is remote out of Toronto, Canada. - Rapidly acquire a thorough knowledge of Zeta’s offerings, reporting analysis, competitive advantages, resources, and processes and articulate them convincingly to prospects and customers. - Launch and manage cross-channel, programmatic advertising campaigns in partnership with clients and internal teams to help clients connect with their customers. - Lead weekly client status meetings while discussing campaign reporting, optimizations & insights. - Collaborate with sales to provide strategic upsell recommendations when performance and/or offerings align with customer’s business needs. - Prepare and conduct high impact reporting presentations in collaboration with the analytics team. - Ensure exemplary customer satisfaction levels with every customer interaction. Qualifications - 3+ years' experience in programmatic advertising in Account Management, Client Success, or Media Planning. - Hands-on experience activating, optimizing, and reporting on campaigns within leading DSPs. - Demonstrated ability to develop and cultivate relationships and work effectively at all levels of the decision process. - Strong analytic skills, including high level of comfort with Excel. - Passion for digital media and thorough knowledge of the programmatic advertising industry. - Exemplary written and verbal communication skills, with the ability to convey complex ideas clearly and convincingly. - Initiative-taking individual with strong work ethic, able to work autonomously while being receptive to guidance. - Intelligent, outgoing individual with interpersonal skills and work ethic. - Comprehensive experience with MS Office, particularly Excel and PowerPoint. - Ability to travel as needed. Benefits - Unlimited PTO - Excellent medical, dental, and vision coverage - Employee Equity and Stock Purchase Plan - Employee Discounts, Virtual Wellness Classes, and Pet Insurance - And more!! Salary Range The salary range for this role is $100,000 - $125,000 CAD, depending on location and experience. People & Culture at Zeta Zeta considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Zeta discriminate on the basis of sexual orientation, gender identity or expression. We’re committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work. We provide a forum for employees to celebrate, support and advocate for one another. Learn more about our commitment to diversity, equity and inclusion here .