• Own the conversion funnel for end-customer communication journeys across WhatsApp, SMS and email, from first touch after lead capture through to post-order engagement. • Design, build and ship A/B and multivariate tests on copy, timing, cadence, channel mix, personalisation, CTAs and journey structure. Ship tests weekly, not quarterly. • Analyse performance at every step of the funnel. Identify the biggest drop-off points, form hypotheses, and prioritise the experiments that will move the metric most. • Build a testing roadmap per OEM client and per vehicle segment, balancing quick wins with bigger structural bets. • Write and edit messaging copy that converts. You'll partner with brand and creative where needed, but you should be comfortable drafting strong WhatsApp, SMS and email copy yourself. • Develop best-practice playbooks for journey design (welcome flows, nurture, reminder sequences, re-engagement, post-test-drive follow-up) that we can roll out across our OEM clients. • Partner with product and engineering to feed learnings back into the Convert roadmap, influencing what we build next. • Report results clearly to internal stakeholders and OEM clients, with crisp narratives around what we tested, what we learned, and what's next. • Stay close to deliverability and compliance across each channel (GDPR, opt-in handling, WhatsApp Business policy, SMS sender ID rules) so our experiments ship without surprises.

• Master Complex Escalations • Technical Interpretation & Translation • Rigorous Project Management • Strategic Advisory • Change Leadership

• Recruit, develop, and lead the Customer Success Manager team, setting clear performance standards and owning the team's results against them. • Run the Customer Success operating cadence, including team huddles, the deep dive and escalation sync, and weekly one-on-ones with each Customer Success Manager. • Coach the team on account strategy, de-escalation, and provider conversations, and build the playbooks, templates, and standards the team runs on. • Manage book allocation and workload across the team so coverage stays balanced and no account goes unattended. • Own the green, yellow, and red health standard across the Nsight book and hold the team accountable to keeping accounts green, including a direct line to every decision maker. • Own the retention number for the book, driving cancellation prevention through the team and stepping in personally on the accounts where the stakes are highest. • Serve as the senior escalation point above the front line, personally engaging providers with clinical and commercial credibility on the highest-stakes accounts. • Help shape the Customer Success reporting and dashboards in HubSpot and the green, yellow, and red account status definitions.

• Support the client onboarding process, from leadership conversations, clinical workflow integration, to go-live support. • Deliver engaging, hands-on training to healthcare providers and clinical staff (in-person and virtually) and provide support for live customers. • Build strong, long-term relationships with clients; serve as their go-to resource for best practices, product usage, and troubleshooting. Monitor key success metrics and growth, maintaining high customer satisfaction. • Drive adoption and expansion opportunities by understanding each client’s unique needs and aligning them with our solutions.