• Lead, coach, and develop a team of CSMs across multiple levels and geographies; meet people where they are and systematically raise their game in value communication, renewal execution, and stakeholder engagement • Own ABR and DBGR outcomes for your team’s portfolio; drive forecast accuracy and hold the team accountable for surfacing and addressing renewal risks early • Coach CSMs through the full renewal cycle — from health monitoring and success planning to commercial negotiation and close • Set clear performance expectations and manage to them with both directness and care • Maintain active visibility into customer health; make sure the right conversations are happening at the right cadence and quality • Partner with TAM, SSE, TSE, Support, and Product to connect your customers with the technical depth they need • Be present for your team and your customers when it matters — including across time zones and through escalations

• You create a culture of alignment, collaboration, and accountability with our client stakeholders to drive loyalty. • Deliver and communicate business results and impact to drive high levels of client retention and support new expansion opportunities. • Conduct regular meetings and business reviews to monitor progress and success of the overall client relationship. • Leverage best-practices to enable optimal client engagement, satisfaction and results that meet the client’s business objectives. • Create client relationships where they are champions of Force who provide references, case studies, and testimonials. • Proactively identify expansion opportunities within your client base and engage your aligned Strategic Account Executive to drive expansions forward. • Act as the voice of the client within the company, advocating for their requests and feedback.

• Support onboarding of new accounts, aligning goals, KPIs, and training needs. • Assess clinic and patient workflows and recommend process improvements. • Lead clinical experience projects aligned with Genomics roadmap priorities. • Gather customer feedback and document areas needing workflow or system enhancements. • Provide support for digital platform integrations and related technical processes. • Maintain project plans and deliver consistent status updates. • Collaborate with cross-functional teams to execute customer-focused initiatives. • Train clinics on new processes and collect feedback for continuous improvement. • Participate in strategic customer meetings and help identify expansion opportunities. • Act as the voice of the customer to guide product and service enhancements. • Provide best-practice guidance both virtually and on site; support NA Clinical Application Scientists. • Support investigations of embryology-related customer complaints with Product Surveillance.

• Learn the product end to end and stay current as it evolves, becoming the internal expert on how it actually behaves in customers' hands. • Bring customer context into internal conversations so decisions are grounded in real usage, real workflows, and real constraints, not assumptions. • Test new and existing functionality through the lens of the people who use it, surfacing issues, friction, and edge cases before they reach customers. • Own clear, reproducible bug reports and route them with the right priority and context, so Build can act quickly and Customer Success is no longer carrying this load. • Support customer-facing delivery through implementation tasks, workflow guidance, training preparation, documentation, and lightweight troubleshooting. • Help create guides, FAQs, templates, internal notes, and other resources that make support more scalable and reduce repeated one-off questions. • Work across customers, regions, and use cases to notice patterns in where customers are getting stuck, what workflows need more support, and where the product experience can be clearer. • Work closely with Customer Success, Product, and Build to make sure customer feedback, product issues, and implementation learnings are shared clearly and followed through.