• Provide specific CRM-related services to assigned campus partners, most typically CRM Consulting (either project or hours-based), Slate system implementations, or Slate-hosted communications development • Be a positive representative of Encoura and our brand in the marketplace, conducting all activities with the highest degree of professionalism and integrity • Engage virtually with Encoura CRM Solutions campus partners using several web-calling services such as Zoom, etc. with a high level of comfortability leading conversations while demonstrating concepts • Manage and work with sensitive and legally protected student data on behalf of Encoura campus partners; maintain knowledge on requirements for handling sensitive student data • Provide feedback to the VP, CRM Solutions on ways to accelerate the sales cycle, enhance sales, and improve company brand and reputation • Provide feedback to VP, CRM Solutions on market trends, competitive threats, unmet needs, and opportunities to deliver greater value to clients by extending company offerings

• Serve as the primary relationship owner for a portfolio of strategic accounts across the full lifecycle—from onboarding through renewal and expansion. • Understand and align to each client’s business objectives, industry context, and success measures. • Conduct regular business reviews and success checkpoints to communicate progress and reinforce impact. • Proactively engage clients to understand their evolving needs and position Rithum’s offerings accordingly. • Manage escalations with professionalism, urgency, and confidence to maintain strong client trust. • Lead onboarding and implementation efforts, ensuring a strong start through customized guidance and strategic alignment. • Build consultative relationships that connect Rithum’s solutions to the client’s business strategy and challenges. • Monitor account health using data and client insights to proactively identify risks and develop mitigation strategies. • Facilitate enablement sessions that improve product adoption and drive business outcomes. • Partner cross-functionally with internal teams to surface client feedback and influence roadmap priorities. • Coach and mentor less experienced Client Success Managers to support team growth and consistency. • Identify and nurture opportunities for upsell and cross-sell that align to the client’s strategic goals and current usage. • Partner with Account Executives to support account planning and execute expansion strategies. • Position new capabilities and services in the context of client needs and competitive pressures. • Support the development of growth plans that help clients realize additional value from their investment in Rithum. • Own and execute the renewal process for each account, ensuring accuracy, timeliness, and alignment with client expectations. • Collaborate with Sales, Legal, and Finance on contract terms, packaging changes, pricing, and approvals. • Provide clear, early forecasts of renewal likelihood and engage proactively to address risks. • Navigate renewal conversations with client stakeholders with transparency and a focus on long-term value.

• Strategic Account Ownership: Serve as the primary relationship owner for a portfolio of high-impact university partners, developing and executing strategic account plans that align institutional goals with Mantra’s services. • Retention & Growth Leadership: Drive outcomes across renewal, expansion, and satisfaction by aligning value with partner priorities, leading contract discussions, and creating account stickiness through multi-threaded engagement. • Data-Driven Storytelling: Regularly prepare and deliver executive-level presentations, product demonstrations, and QBRs/EBRs that translate utilization and outcomes data into compelling insights that reinforce ROI and fuel partner advocacy. • Cross-Functional Collaboration: Partner internally with Clinical, Marketing, Product, and Implementation teams to ensure partner needs are met, feedback is actioned, and new services are launched successfully. • Implementation and Change Management Facilitation: Support partners through implementations and transitions such as leadership changes, shifting funding structures, or onboarding new campuses by aligning stakeholders, easing adoption, and reinforcing long-term success. • Revenue Driver: Meet quarterly and annual revenue targets through renewals, expansions and cross-sell efforts while helping to bring new product and services to market.

• Work with Vanta customers across industries, functions, and stages of their customer journey in a 1:1 manner while also leveraging 1:many content in both Spanish and English language • Empower customers to become self-sufficient Vanta champions, solving their immediate needs while focusing on their long-term success, value realization, and retention • Monitor and prioritize your book of business based on key indicators of customer health via Catalyst, our CS platform. • Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines. • Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP and Custom Frameworks), Trust Reports, and Risk Management solution. • Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform while leveraging cross-functional resources and specialized teams. • Partner with your Growth CS team to co-create plays to drive engagement across the Vanta customer base with impactful adoption and retention results. • Proactively partner with Account managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities • Liaise with Support and Finance to help quarterback resolutions for customer issues • Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business