• Proactively engage a portfolio of Planful customers to drive adoption, awareness, and relationship building. • Conduct structured outreach campaigns (calls, emails, meetings) to increase customer engagement and uncover priorities or risks. • Re-engage dormant or low-touch accounts and establish initial relationships. • Partner closely with Customer Success Managers to transition engaged accounts for deeper strategic management. • Document customer interactions, insights, and next steps in Salesforce and other Customer Success tools. • Identify potential risks, opportunities, or expansion signals and share insights with the appropriate stakeholders. • Collaborate cross-functionally with Sales, Support, Product, and other teams to ensure a consistent customer experience. • Maintain visibility into account activity, engagement metrics, and follow-up actions. • Represent the Customer Success team with professionalism and accountability in all customer interactions. • Continuously build product knowledge and contribute ideas to improve scalable outreach and engagement processes.

• Develops an advanced understanding of all SmarterDx applications, serving as a final escalation point of contact for complex Support issues that span multiple teams and may require extended triaging • Serves as a thought partner to Account Managers and other teams when addressing nuanced client requests • Leads multi-week, cross-functional projects to manage requests from existing customers • Proactively documents and trains cross-functional teams on new or updated processes • Builds collaborative relationships with cross-functional teams through clear, professional communication that is reflective of company values • Leverages SQL to complete back-end queries to effectively triage complex customer issues.

• Clean, organize, and maintain large data sets to ensure consistency and accuracy across platforms. • Use advanced Excel functions to analyze and format data for reporting and imports. • Identify data trends, errors, and gaps, and work proactively to resolve issues. • Generate weekly/monthly reports and dashboards to support sales, marketing, and operations teams. • Work within Insellerate or similar CRM systems to update records, manage workflows, and ensure campaign accuracy. • Assist with importing and exporting data, list segmentation, and tag management across CRM tools. • Support automation logic and campaign setup in tools like Go High Level, HubSpot, Salesforce, or Follow Up Boss. • Troubleshoot CRM issues and ensure CRM data aligns with compliance and business needs. • Collaborate with marketing, operations, and sales teams to meet data needs and support campaign execution. • Ensure data integrity and alignment between CRM, email marketing platforms, and analytics tools.

• Support Customer Success Managers in managing customer relationships and ongoing engagement • Assist with building Customer Success Plans, including customer goals, milestones, and adoption strategies • Help track customer progress against key success metrics and KPIs • Participate in customer meetings and internal account team discussions (as appropriate) • Help prepare materials for recurring customer cadence meetings (weekly, monthly, quarterly check-ins) • Support customer adoption efforts by helping identify new ways customers can use SuccessKPI across teams • Assist in documenting customer feedback, product requests, and escalation needs for internal teams • Collaborate with internal partners across Product, Engineering, Professional Services, and Education • Support workshops and enablement sessions by helping organize content and follow-up actions • Maintain and build knowledge of the SuccessKPI platform, new features, and best practices