• Drive measurable success outcomes across the global partner community through strategic engagement and support • Assist partners in developing effective onboarding programs to accelerate time-to-value • Create scalable adoption strategies that drive product utilization and partner satisfaction • Design and execute retention programs to maximize partner lifetime value and reduce churn of end customer accounts • Identify and pursue growth opportunities within existing partner relationships • Create and maintain partner success playbooks for consistent execution across all touchpoints • Leverage measurement frameworks and KPIs to track partner health, engagement, and success metrics • Jointly develop strategies with partners to support scalable success operations • Share success enablement resources, training materials, and best practice frameworks • Monitor, analyze, and optimize Customer Success KPIs for the partner community (health scores, adoption rates, retention metrics) • Collaborate with Business Unit and Indirect Channel Leadership on strategic partner success performance measures • Build and test key assets and deliverables for partner team utilization (customer outcome reports, success decks, case studies) • Develop consistent and executable processes for key partner segments, including communication cadences and deliverables • Serve as the internal voice of the partner, advocating for partner needs across the organization • Collaborate with cross-functional teams (Product, Marketing, Sales, Services, Support) to integrate partner feedback into business planning • Work with organizational leaders to incorporate partner requirements into strategic business objectives • Facilitate knowledge sharing and best practices between internal teams and partner community • Leverage analytics and reporting tools to develop actionable insights on partner behavior and success patterns • Define, track, analyze, and report on comprehensive Partner Success metrics for assigned Channel Partners • Create data-driven recommendations to improve partner outcomes and business performance • Establish regular reporting cadences to communicate partner success metrics to stakeholders • Design and execute strategic initiatives with partners to increase end customer retention rates and satisfaction scores • Develop proactive intervention strategies for at-risk partners • Create and manage partner feedback loops to continuously improve the partner experience

Role Description Principal Customer Success Manager - Strategic (6Sense Insights, Inc.; San Francisco, CA): - Develop, execute, and maintain strategic account plans and Quarterly Business Review (QBR) based on market data and research to drive business value and return on investment (ROI). - Forecast, identify risk, and maintain a strong customer renewal rate and growth rate in partnership with the Account Executive team. - Work closely with customer and internal teams to maintain visibility into product performance and customer feedback. - Communicate and manage risk, and proactively help resolve issues promptly while minimizing customer churn. - Work closely with global enterprise customers to understand their business goals and objectives and ensure 6Sense is being adopted into their teams’ daily workflow, generating positive ROI, and growing lifetime customer value for 6Sense. - Become an expert on the 6Sense predictive engine, including implementation, how use cases of 6Sense connect to top business goals and requirements, and areas to expand use cases. - Partner with a 6Sense technical CSM and Program Managers to manage customer onboarding, product rollout and training. - Advocate for customers’ product feature priorities internally within 6Sense and align with the product team around driving product roadmaps. - 30% domestic travel to customer sites is required on an as needed basis for customer meetings or events. - Telecommuting permitted from within the U.S. Qualifications - Bachelor’s degree or foreign equivalent in Global Marketing, Marketing, or related field. - Five (5) years of experience as a Customer Success Manager, Account Manager, Consultant, or related occupation. Requirements - Experience with developing strategies on assigned accounts to fully leverage technology solutions. - High-touch Strategic or Enterprise Customer Success. - Working with global enterprise customers with multiple stakeholders. - Managing success programs as the key advisor to global as well as regional customer organizations. - Advising customers including CxOs on how to best use and adopt SaaS platform for faster Return on Investment (ROI). - Working closely with B2B demand gen, marketing operations, sales operations, and analytics teams. - Negotiating renewals and identifying and driving upsell opportunities. - Leading projects from conception to closure, and leveraging and influencing internal resources to get things done. - Experience with marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media. Benefits - Health coverage. - Paid parental leave. - Generous paid time-off and holidays. - Quarterly self-care days off. - Stock options. - Equipment and support to work and connect with teams, at home or in one of our offices. - Access to our LinkedIn Learning platform. - Quarterly wellness education sessions to encourage self-care and personal growth. - Wellness days and ERG-hosted events to celebrate and energize all 6sense employees and their backgrounds.

• Manage the end-to-end client lifecycle for a growing portfolio of large and small health plan clients while driving onboarding, engagement, and the demonstration of value • Partner with the Implementation team during handoff to Customer Success by establishing a working cadence with health plan clients, highlighting dependencies, aligning marketing plans, etc. • Gain a comprehensive understanding of the health plan strategy and operational model to effectively support and manage multiple employers within the health plan partnership • Partner with the health plan to develop measurable goals and define desired business outcomes for their relationship with Progyny. • Consult with clients to ensure alignment with Progyny’s Marketing Best Practices and collaborate with Progyny’s Marketing team to define and execute a comprehensive member engagement strategy that meets contractual commitments • Resell the value of Progyny’s services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship • Deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures, including member engagement, utilization, clinical impact, PGs and ROI, while demonstrating a strategic command of clients’ organizational goals, structure, products, services, and markets • Develop payor account plans by estimating total opportunity, defining key goals and milestones, and recommending focus areas for success • Advocate for the needs of our customers internally, by coordinating strategy and issue resolution across teams to maintain exceptional client satisfaction scores

• Support and engage with customers throughout all stages of their customer lifecycle: onboarding, adoption, expansion, retention, and advocacy. • Guide new customers through onboarding for MariaDB deployments. • Manage and maintain the automated program supporting relevant accounts within the portfolio. • Formulate an ongoing meeting cadence with the assigned portfolio. • Become a trusted advisor and advocate for customers within the company. • Understand customers' data management strategies and effectively articulate additional improvements and/or new strategies for their MariaDB implementations with minimal guidance. • Identify proactive opportunities to work with and provide value to customers. • Proactively address customer experience issues early, collaborating with Technical Support to understand their customer's issue, and assisting as an escalation point of contact. • Work with Sales Engineers and Professional Services to determine appropriate services for MariaDB upgrades, migrations, deployments, and/or maintenance. • Conduct regular business reviews within accounts, showcasing value and learning about business goals and priorities. • Encourage customer participation in company initiatives (Webinars, Roadshows, Product Feedback, etc). • Responsible for measuring, managing, and improving customer health, engagement, and value realization. • Coordinate with Account Executives to ensure the upgrade, migration, and/or growth of the customer portfolio. • Articulate growth plans, expectations, and successes; documented and tracked within success plans. • Manage and maintain customer portfolio in achieving the company's Net Retention goals.