• Manage and retain a defined portfolio of customers after implementation. • Own customer health, adoption, and renewal readiness for your assigned accounts. • Protect revenue, increase product usage, and identify expansion opportunities within your book of business. • Work cross-functionally with Support, Product, QA, Sales, and Implementation to ensure customers remain successful and retained. • Conduct proactive check-ins and operational workflow reviews. • Monitor usage metrics and identify adoption gaps. • Build and execute customer action plans to improve outcomes. • Document account status, risk signals, and renewal posture.

• Develop and execute a comprehensive customer success strategy aligned with business objectives and revenue goals • Transform operations by implementing data-driven processes, playbooks, and success frameworks • Define and track key metrics (NRR, GRR, CSAT, NPS, product adoption, health scores) and use insights to drive continuous improvement • Partner closely with Sales, Product, Services and Marketing to ensure seamless customer journey and advocate for customer needs • Build a high-performance culture focused on customer outcomes, accountability, and continuous learning • Establish clear goals, performance metrics, and career development paths for team members • Lead a team of four customer success and customer support representatives • Optimize customer segmentation, engagement models, and resource allocation strategies • Implement and refine CS technology stack (CRM, CS platforms, analytics tools) to improve efficiency and insights • Create scalable onboarding, adoption, and expansion playbooks that drive consistent customer outcomes • Establish early warning systems and intervention strategies to reduce churn and identify expansion opportunities • Own executive relationships with key accounts and serve as an escalation point for complex customer situations • Conduct regular business reviews and strategic planning sessions with customers • Gather customer feedback and insights to inform product roadmap and go-to-market strategies • Serve as the voice of the customer internally, advocating for improvements across the organization

• Serve as the primary strategic advisor and trusted partner for enterprise customers and drive AREA outcomes across your book of business • Develop and execute comprehensive success plans aligned to customer business objectives • Build and maintain executive relationships with sponsors, champions, and economic buyers • Translate business requirements into Omni use cases and value propositions • Drive strategic initiatives that span across customer organizations • Expand relationship footprint across lines of business to uncover new use cases • Synthesize and communicate customer feedback, feature requests, and product gaps • Influence product roadmap priorities by articulating customer business impact • Drive internal alignment on customer escalations and strategic initiatives • Identify and develop customer advocates and references • Coordinate customer success stories, case studies, and testimonials • Measure and communicate business value, ROI, and impact metrics • Lead renewal conversations and negotiations in partnership with Sales • Influence Net Dollar Retention (NDR) through strategic account growth

• Serve as the primary point of contact and trusted advisor for assigned customers, ensuring ongoing success and satisfaction. • Strategically manage and execute client renewals, including annual uplift discussions. • Evaluate customer needs and activities to provide personalized recommendations and consultative support. • Escalate and manage issues that impact customer experience, adoption, and success. • Proactively identify areas where ModMed solutions can address inefficiencies or improve workflows. • Lead and facilitate Quarterly and Annual Business Reviews (QBRs, ABRs), progress reports, and data-driven performance updates. • Communicate effectively and consistently with internal teams and external stakeholders to ensure alignment and timely resolution of issues. • Take ownership of customer success processes, including milestone execution and SOP adherence (e.g., EMA to EMA conversions, DDFE, license swaps). • Leverage data and insights from ChurnZero, Qlik, Salesforce, and PowerBI to inform strategy and drive results. • Create and update internal SOPs as needed to promote knowledge sharing and continuous improvement.