• Customer communication: Inquiries about bookings, appointments, vouchers and complaints come to you. You find an appropriate solution for every issue. • Support platforms: You primarily work with Intercom, email, WhatsApp and Microsoft Teams. • Booking system: Schedule, cancel and reschedule appointments. Manage vouchers. In the event of Expert absences, you independently reschedule and keep operations running. • Calendar & appointment optimization: You identify booking gaps, consolidate appointments sensibly and sustainably improve our Experts' utilization. • Review analysis & partner management: You analyze online reviews and manage external partner platforms. • Monitoring: You maintain oversight and ensure our service promise is met every day. • Shop: Basic maintenance of our online shop as part of day-to-day operations.

• Impulsar los resultados del cliente • Poseer un portafolio de cuentas administradas (plan de negocios) y ser responsable de su retención y crecimiento. • Gestionar procesos de onboarding, adopción y revisión de negocios. • Monitorear la salud de la cuenta y actuar antes de que surjan problemas. • Rastrear y presentar métricas de clientes en cada interacción. • Convertirse en un experto en el producto. • Identificar y ejecutar oportunidades de upsell y expansión dentro de la cartera de cuentas. • Colaborar y reportar sobre el compromiso de clientes, métricas de salud y progreso de cuentas.

• Drive customer outcomes • Own a portfolio of managed accounts (Business plan) and be accountable for their retention and growth. • Run structured onboarding, adoption, and business review processes — always anchored in the customer's goals and measurable results. • Proactively monitor account health and intervene before problems become churn risks. • Track and present customer metrics in every interaction — usage trends, adoption gaps, ROI signals. • Become deeply fluent in Landbot's AI Agent capabilities and be able to demo and advise customers confidently. • Proactively introduce customers to new features and AI use cases relevant to their business. • Translate customer goals into concrete Landbot configurations and workflows. • Stay current as the product evolves — Landbot is moving fast in the AI space and our CSMs need to move with it. • Identify and execute upsell and expansion opportunities within your account portfolio. • Partner with Sales on high-potential accounts and handoffs. • Flag risk accounts early and lead recovery conversations. • Report on customer engagement, health metrics, and account progress to internal stakeholders. • Surface customer feedback and product gaps to Product and leadership in a structured way. • Coordinate with Support on escalations and complex technical issues.

• Confidently and independently lead a mid-market book of business. • Confidently and independently own key customer outcomes (product adoption and utilization, net dollar retention, and customer health) for clients within your book of business; • Build strong, consultative relationships with your customers and partners (champion to buyer); • Advise your customers on strategies to optimize adoption across their members, drawing upon your extensive knowledge of HealthJoy’s product and services, benefit industry domain knowledge, and best practices; • By conducting effective ongoing discovery about your customers and their wants and needs, uncover potential upsell and/or other account expansion opportunities, and partner effectively with HealthJoy’s Product Solution Consultant team to effectively position marketplace solutions and ultimately expand account value; • Lead the expansion sales and renewal process for customers within your book of business; • Use your deep understanding of HealthJoy’s value proposition and ROI to position HealthJoy’s value in customer business reviews; • Use best-in-class CRM software and business intelligence tools (Gong, Looker, Gainsight, and others) to proactively dive deep into the performance across your book of business, enabling you not only to provide better thought leadership to your book of business, but also socialize the voice of your customers across internal HealthJoy stakeholders. • Regularly provide product education to your customers, as new features and functionality are released to ensure ongoing awareness and adoption. • Customer relationship management is critical in this role as you are keenly aware of pertinent customer updates with regards to key stakeholders, company level changes, and raising awareness before risk to customer health arises. • You are able to work cross-functionally and pull in HealthJoy team members to support you when needed. You are the voice of the customer and act as an advocate for our customers, while providing feedback to relevant internal stakeholders. • Add value across the organization as a peer leader and senior-level contributor. • Contribute to cross-functional initiatives to improve team process, customer experience, and the attainment of revenue and customer health outcomes; • Support overall Customer Success team performance, in partnership with people managers, by developing internal domain-area training, templates, and other tools used by CSMs to improve the team’s overall understanding of the tools to success as a mid-market CSM; • Evangelize customer value across internal cross-functional teams, advocating for not only what HealthJoy’s customers need in order to be successful today but also in the future given benefit industry trends; • Keep an active pulse on the emerging needs of our mid-market customers and ensure HealthJoy is adapting future strategy and infrastructure to support the success of these clients; • Serve as a mentor to more junior team members looking to grow their careers in customer success and employee benefits.