• Monitor account health signals across a large pooled book and prioritize outreach based on churn risk. • Book and run consultations with merchants showing disengagement, low adoption, or explicit cancellation intent. • Diagnose the root cause of risk quickly and take action: re-engage, re-onboard, escalate, or route to the right resource. • Maintain SLA-based response times on inbound requests via shared inbox (email and chat). • Identify and qualify expansion opportunities within the pooled book, including cross-sell across the Clearer suite. • Convert inbound signals from lifecycle campaigns, chat, and email into qualified consultations. • Run value consultations that surface unmet needs and build the case for additional products. • Hand off qualified expansion leads to the relevant Sales rep or CSM under clear rules of engagement. You source; they close. • Deliver one-to-many engagement: onboarding webinars, optimization roundtables, and adoption campaigns across the pooled segment. • Drive feature adoption and product education at scale to reduce passive churn and increase account health. • Use AI tools to monitor your book, triage inbound signals, prioritize your day, and draft outreach — so you spend your time on conversations, not admin. • Embrace experimentation: test new plays, give fast feedback to management on what works, and help us build the playbooks that scale.

• Manage and grow customer relationships • Own a portfolio of customer accounts, acting as the primary point of contact for strategic and operational matters. • Build trusted relationships with key stakeholders across customer organisations, from operational teams through to senior decision-makers. • Lead regular business reviews, programme discussions and growth conversations that strengthen long-term partnerships. • Drive customer success and commercial growth • Identify opportunities to expand customer programmes, increase product adoption and support commercial growth initiatives. • Partner with internal teams to ensure customers are successfully onboarded, supported and positioned for long-term success. • Monitor customer health, engagement and programme performance, proactively identifying risks and opportunities. • Coordinate cross-functional delivery • Act as the bridge between customers and internal teams including Product, Operations, Compliance, Risk and Commercial. • Support the delivery of customer projects, product enhancements and programme changes. • Help customers navigate scheme requirements, operational processes and regulatory considerations where appropriate. • Provide strategic account management • Develop account plans that align customer objectives with Enfuce's capabilities and growth strategy. • Maintain a strong understanding of customer priorities, industry trends and competitive developments. • Represent the voice of the customer internally and contribute to continuous improvement initiatives.

• Answer inbound customer calls and requests related to account management, product usage, service changes, and expansion opportunities • Develop an understanding of each customer’s business, goals, and current solutions to provide informed and relevant guidance • Resolve straightforward account and sales-related requests directly; coordinate warm transfers or meetings with Customer Success Managers, Account Executives, or Technical Support as needed • Recommend relevant upgrades, add-ons, and services that align with customer needs and drive additional value • Support customer adoption and success by reinforcing best practices, available services, and next steps • Accurately submit and process orders using pricing tools, product documentation, and internal systems • Collaborate cross-functionally with Sales, Success, Support, Finance, and Product teams to resolve customer issues efficiently • Meet or exceed defined productivity, quality, and customer satisfaction metrics • Provide internal feedback and recommendations based on recurring customer insights and trends • Participate in team initiatives, documentation improvements, and process enhancements as assigned • Work on projects/out of scope company efforts as needed • Provide coverage for Customer Success Managers as needed

• Serve as the primary point of customer accountability, responsible for driving overall success, value realization, and long-term partnership growth. • Build and maintain strong relationships with key customer stakeholders, including executive sponsors, business leaders, and operational teams. • Help your customers achieve their business goals and outcomes by: - Partnering with Implementation and Delivery teams to align on objectives, success criteria, and expectations during onboarding, ensuring a smooth transition to steady-state. - Leading the ongoing customer partnership post-launch, guiding priorities, monitoring account health, and escalating risks or strategic issues as appropriate. - Advocating for customer priorities internally, ensuring the right teams are engaged and informed, and providing visibility into key requests, risks, and dependencies. - Driving adoption of Claritas Rx solutions, providing guidance on new features, and identifying opportunities to leverage data and insights for business impact. - Leading customer-facing meetings (e.g., status updates, partnership reviews, and business reviews), setting agendas, aligning stakeholders, and ensuring clear follow-up on action items. - Partnering with Product to provide customer-driven input on roadmap planning, feature prioritization, and scalable solutions across accounts. - Acting as a subject matter expert on commercial data to support strategic recommendations and decision-making. • The CSM will be required to travel to customer sites, industry events, or company offices (up to 25% quarterly) depending on business priorities.