• 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

Role Description The Director, Customer and Network Transformation is responsible for executing transformation initiatives that modernize service assurance and network operations through the adoption of AI, automation, and advanced workflows. Working closely with senior leadership, this role translates strategy into execution, delivering improvements in operational efficiency, customer experience, and workforce productivity. Location: This is a Work from Home position within the U.S. Main Responsibilities - Transformation Execution - Execute transformation initiatives aligned to enterprise strategy - Translate strategic priorities into actionable programs - AI & Automation Delivery - Implement AI-driven workflows across operational processes - Deliver automation solutions that reduce manual effort - Operational Performance & Customer Outcomes - Improve ticket performance, efficiency, and service reliability - Support proactive operations driven by AI insights - Cross-Functional Collaboration - Partner with operations, IT, and product teams - Ensure alignment with operational needs - Process Improvement - Redesign workflows for automation-first execution - Eliminate inefficiencies and manual steps - Team Leadership - Lead teams delivering automation and workflow improvements - Drive accountability for execution and results Qualifications - 8+ years of experience in operations, DevOps, or automation environments - 3+ years in leadership roles - Experience implementing automation or workflow solutions - Strong understanding of operational metrics - Strong communication and stakeholder management skills Preferred Qualifications - Experience with AI-enabled workflows or automation platforms - Background in service assurance or network operations - Experience improving operational KPIs and efficiency - Familiarity with workflow orchestration tools - Experience in telecom or large-scale environments Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. - $152,066 - $202,755 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, WY - $159,670 - $212,893 in these states: CO, HI, MI, MN, NC, NH, NV, OR, RI - $167,273 - $223,031 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, WA Benefits - Comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.