Role Description The Customer Success Representative will serve as the primary relationship owner for retail agents and broker partners on the iBynd + SEMSEE platform, ensuring that every partner has the guidance, resources, and support needed to adopt the platform fully and achieve measurable success. This individual is responsible for driving user activation, deepening platform engagement, and building long-term partnerships that grow submission volume and strengthen the company’s position in the wholesale commercial insurance market. The Customer Success Representative sits at the intersection of sales, operations, and product—translating partner feedback into platform improvements while consistently delivering an exceptional agent experience. This is a role for a relationship-driven professional who thrives in a fast-paced environment and is motivated by helping partners win. Duties and Responsibilities - Partner Relationship Management - Serve as the dedicated point of contact for an assigned portfolio of retail agent and broker partners, building trusted, long-term relationships that drive platform loyalty and submission growth. - Conduct regular check-ins, business reviews, and performance conversations with partners to assess platform utilization, identify friction points, and surface opportunities for deeper engagement. - Proactively monitor partner activity and health metrics—flagging at-risk accounts and taking swift action to re-engage or escalate as needed. - Advocate for partners internally by surfacing feedback to product, operations, and leadership teams and following through on commitments made to the field. - Platform Adoption & User Success - Own the end-to-end onboarding experience for new agent and broker partners—guiding users from initial activation through training, first submission and ongoing platform fluency. - Develop and execute adoption plans tailored to each partner’s business model, submission mix, and technology comfort level, with clear milestones and success metrics. - Organize, lead, and continuously improve webinars, virtual training sessions, and live meetings that educate partners on platform features, appetite updates, and workflow best practices. - Track and report on user adoption rates, engagement trends, and platform utilization by partner segment, using data to prioritize outreach and improvement efforts. - Sales Support & Growth - Partner with the sales team to support new partner acquisition—participating in demos, onboarding handoffs, and early relationship development. - Identify expansion opportunities within the existing partner base, including new lines of business, additional users, or increased submission volume, and coordinate with sales to act on them. - Contribute to the development of partner-facing materials including guides, FAQs, case studies, and communication templates that support adoption and retention. - Support marketing initiatives including email campaigns, partner newsletters, and industry event participation that reinforce the iBynd + SEMSEE brand with the agent and broker community. - Operations & Cross-Functional Collaboration - Maintain accurate and up-to-date records of partner interactions, adoption milestones, issues, and action items in the CRM system. - Collaborate with the product team to communicate partner feedback, document feature requests, and participate in user research or beta testing initiatives. - Work closely with underwriting and operations teams to resolve submission issues, appetite questions, and platform workflow escalations on behalf of partners. - Prepare and deliver regular reporting on portfolio health, adoption KPIs, and partner satisfaction to Customer Success leadership. - Other duties as assigned. Qualifications - Bachelor’s degree required. - 3+ years of experience in account management, customer success, or a client-facing partnership role, with a demonstrated track record of managing and growing a portfolio of accounts. - Demonstrated history of driving relationships that result in measurable user adoption, engagement, or revenue growth. - Exceptional verbal and written communication skills—able to present confidently to groups, facilitate productive conversations, and produce clear written materials for varied audiences. - Experience organizing and leading webinars, virtual training sessions, or in-person partner meetings. - Superior organizational skills with the ability to manage multiple partner relationships, action items, and priorities simultaneously without dropping commitments. - Proficiency in the Microsoft Office Suite with solid working knowledge of Excel and PowerPoint (or equivalent tools such as Google Sheets and Slides). - Ability to operate effectively in a fast-paced, evolving environment where processes, products, and priorities shift quickly. - Genuine drive to help partners achieve success—a relationship-first mindset backed by accountability and follow-through. Preferred - Property and Casualty insurance industry experience strongly desired; familiarity with commercial lines, wholesale distribution, or the retail agent/broker community is a significant advantage. - Experience working at or with a wholesale broker, MGA, insurtech platform, or carrier in a customer-facing capacity. - Marketing experience including content creation, email campaigns, partner communications, or event coordination. - Familiarity with CRM platforms (Salesforce, HubSpot, or equivalent) and the discipline to maintain accurate records and pipeline data. - Experience using data and reporting tools to monitor account health, track KPIs, and communicate performance to leadership. - Comfort navigating and explaining SaaS or digital platforms to non-technical users; prior experience in an insurtech or fintech environment a plus. Benefits - Remote work opportunity. - Commitment to fair compensation in accordance with the Fair Labor Standards Act (FLSA). - Equal opportunity employer, committed to a diverse workforce.

• Serve as the primary escalation point for partners, responding to escalated calls, chats, and emails in a timely manner • Triage, categorize, and route escalated support tickets with accuracy and urgency • Troubleshoot and diagnose complex product, system, and service-related issues • Create, document, and manage development tickets in Jira when Product or Development team involvement is required • Monitor AI support agent performance, identify recurring issues and failure patterns, and provide recommendations for improvement • Capture customer feedback and feature requests and route them to the appropriate internal teams • Serve as a liaison between Customer Success and Product teams by translating customer issues into clear, actionable requirements • Manage customer escalations with professionalism while maintaining clear communication throughout the resolution process • Collaborate with Compliance, Accounting, Filing Services, Product, and other internal teams to resolve complex customer issues • Maintain detailed records of customer interactions, troubleshooting activities, and action items within support systems • Develop expertise in InsCipher products, SaaS support processes, and surplus lines insurance operations • Share knowledge and best practices with team members to improve overall support effectiveness

• Work with clients in conjunction with our Sales and Client Services teams to deepen existing client relationships • Build lasting relationships across key accounts • Identify areas of potential growth with existing customers by working with clients to find upsell and cross-sell opportunities • Work across Client Services, Sales and Medical Affairs groups to provide clients access to people who can answer their questions and issues as they arise • Help new accounts get set up for success from their first order • Educate and train new accounts on how to work well with GeneDx and help develop workflows, practices, etc. in conjunction with the customer to make our testing work for them • Work proactively to identify potential issues or areas of dissatisfaction within an account and address them head-on before they become a problem • Handle individual cases relating to orders in conjunction with Client Services, Billing, and other cross functional teams • Partner with colleagues in Sales and Client Services to ensure clients have their needs met in a seamless fashion that’s efficient while maximizing their satisfaction • Collaborate with Sales to identify opportunities for growth within high potential accounts • Work with Sales to identify issues that may prevent accounts from working with GeneDx more and work with internal stakeholders to resolve those issues • Develop strategies for how you and Sales can work together to drive growth within your accounts • Build relationships with customer stakeholders to ensure broad, lasting satisfaction and buy-in

• Become a product expert, including the technical workings and practical business application. • Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform. • Develop strategic success plans for your customers segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams. • Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services. • Keep customers informed of process and procedural changes. • Manage the resolution of escalated customer issues. • Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements. • Travel expectations – 10% • This position is open to candidates throughout the United States.