• 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.

• Own renewals and expansion across mid-market and enterprise customers, driving consistent retention and healthy account growth over time. • Run structured QBRs and executive check-ins that deepen multi-threaded relationships, surface business goals, and align Coverbase’s roadmap to customer needs. • Identify and qualify expansion opportunities through usage patterns, organizational changes, and evolving customer objectives. • Support customer go-lives during the first 30–90 days, unblocking onboarding, accelerating early value realization, and reinforcing long-term account health. • Create scalable onboarding materials, best-practice guides, and repeatable workflows that increase our go-live capacity and shorten time-to-value. • Provide high-quality customer support, triaging issues with clarity, ownership, and calm communication while driving to fast resolution. • Act as a bridge to product and engineering, bringing structured customer insights that improve activation, reduce friction, and strengthen our post-sales motion. • Help define our Customer Success foundation from level 0 — processes, SLAs, documentation, and escalation paths — and shape the culture with your rigor and care. • Represent Coverbase in customer meetings and strategic conversations (light travel as needed).

• Guide clients through the onboarding process, ensuring a smooth and positive experience • Collaborate with cross-functional teams to ensure the successful implementation of our solutions • Establish and maintain strong relationships with key stakeholders • Conduct regular check-ins to understand clients' evolving needs and challenges • Develop and implement strategies to increase customer retention rates • Proactively address potential issues and resolve customer concerns promptly • Identify opportunities to upsell additional products or services based on client needs • Collaborate with the sales team to explore cross-selling possibilities • Cultivate customer advocates by identifying satisfied clients willing to provide testimonials or participate in case studies • Collect and analyze customer feedback to identify areas for improvement.

• Manage and nurture relationships for a client accounts, ensuring high levels of customer satisfaction and retention. • Conduct Quarterly Business Reviews (QBRs) and Annual Business Reviews (ABRs) to assess and enhance customer engagement. • Visit customers twice a year to strengthen relationships and understand their evolving needs. • Provide expert guidance on threat intelligence, data leak prevention, and other cybersecurity issues. • Act as a security analyst, offering insights and recommendations based on threats generated by CloudSEK’s platform. • Collaborate with customer security teams to ensure optimal usage of CloudSEK’s solutions. • Develop and execute customer engagement strategies to build strong relationships with key stakeholders, including CXOs and CISOs. • Foster customer champions within client organizations to drive advocacy and referrals. • Generate and share client-specific quality reports, gathering feedback to continuously improve service delivery. • Identify opportunities for upselling and cross-selling CloudSEK’s products and services. • Ensure on-time renewals and maintain a high customer retention rate. • Source referrals and participate in revenue generation activities. • Ensure 100% product usage for features subscribed by the customers. • Conduct configuration reviews and provide recommendations for product enhancements. • Gather and analyze customer feedback to contribute to product development and improvement. • Maintain accurate records of customer interactions and activities in CRM systems. • Contribute to the team by sharing knowledge, conducting training sessions, and writing internal articles.