• Independently manage a complex book of business, exercising strong judgment on prioritization and engagement strategy with minimal oversight • Build and maintain multi-threaded relationships across veterinary practices — engaging owners, practice managers, and key staff to drive alignment and long-term retention • Use customer data, health signals, and product usage insights to proactively lead risk mitigation and churn save efforts, and uncover meaningful growth opportunities • Own escalations end-to-end — navigating difficult customer situations with confidence, bringing in cross-functional resources as needed, and seeing issues through to resolution • Drive PetDesk product adoption and customer satisfaction through sophisticated, tailored communication strategies that establish you as a strategic advisor — not just a point of contact • Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions, with a lens toward long-term account growth • Lead high-impact business reviews that demonstrate measurable ROI and drive strategic alignment • Share best practices, insights, and learnings across the CSM team, contributing to playbook development and informally supporting the growth of junior team members

• Service and support existing and new contracted clients • Meet or exceed quota on a specific named book of clients by maintaining consistent engagement efforts in line with service expectations • Lead virtual or in-person training sessions, proactively engage low-utilization users, and drive the daily success of our B2B2C funnel • Monitor our B2C referral pipeline and support B2B clients as their residents consider our services • Consistently collect customer feedback on product, process, and pricing changes • Execute day-to-day responsibilities related to managing, adjusting, and expanding existing business with accuracy, timeliness, and consistency • Analyze, review, or maintain client performance and feedback data to support business needs • Partner with Account Management and the broader GTM team to support high program usage • Communicate updates, risks, blockers, and recommendations clearly and proactively • Identify opportunities to improve training materials, client communication, and user engagement strategy • Use data, judgment, and business context to inform decisions and recommendations • Manage assigned work independently and follow through on commitments, deadlines, and deliverables • Ensure work is completed in accordance with applicable policies, procedures, standards, and regulatory requirements • Perform other role-related responsibilities as assigned and aligned with business needs

• Support efforts to engage, retain, and grow the customer base by completing assigned tasks and following established processes. • Coordinate with the sales community and CSM by completing assigned alignment tasks that support targeted business objectives and strategic initiatives. • Assists in convening and coordinating cross-functional teams by preparing materials, scheduling meetings, and supporting the implementation of plans and process improvement activities. • Partner with internal teams by providing task-level support that helps enable business strategy and maintain consistency in execution. • Analyze account data by gathering information, performing routine data review, and escalating identified issues or trends to appropriate team members. • Strive to remain current on integrated delivery network (IDN) knowledge, disease states, competition, and outside influences by completing assigned research and sharing relevant findings with the team.

• Lead, coach, and develop a team of currently 9 reps across Customer Success and Support, fostering a high-performance culture where people grow and do their best work during regular office hours 9am-5pm PST • Work with the Director of Customer Experience to set team goals and priorities, tracking performance through metrics like NPS, response times, and health indicators to identify gaps, drive improvements, and report on progress regularly • Act as the first point of escalation for complex or sensitive customer situations, stepping in to resolve issues and coaching reps through difficult conversations • Identify gaps and opportunities in how the team operates, driving practical, hands-on improvements to workflows, processes, and tooling that scale as BackerKit grows — ensuring we continue delivering a great creator experience • Set clear expectations and hold team members accountable for their work, while ensuring they have the support and resources needed to succeed • Contribute to hiring and onboarding as the team grows, helping bring in the right people and set them up for success from day one • Represent the CS & Support team when collaborating with cross-functional partners across Product, Sales, and beyond