• Answer inbound customer calls and requests related to account management, product usage, service changes, and expansion opportunities • Develop an understanding of each customer’s business, goals, and current solutions to provide informed and relevant guidance • Resolve straightforward account and sales-related requests directly; coordinate warm transfers or meetings with Customer Success Managers, Account Executives, or Technical Support as needed • Recommend relevant upgrades, add-ons, and services that align with customer needs and drive additional value • Support customer adoption and success by reinforcing best practices, available services, and next steps • Accurately submit and process orders using pricing tools, product documentation, and internal systems • Collaborate cross-functionally with Sales, Success, Support, Finance, and Product teams to resolve customer issues efficiently • Meet or exceed defined productivity, quality, and customer satisfaction metrics • Provide internal feedback and recommendations based on recurring customer insights and trends • Participate in team initiatives, documentation improvements, and process enhancements as assigned • Work on projects/out of scope company efforts as needed • Provide coverage for Customer Success Managers as needed

• Serve as the primary point of customer accountability, responsible for driving overall success, value realization, and long-term partnership growth. • Build and maintain strong relationships with key customer stakeholders, including executive sponsors, business leaders, and operational teams. • Help your customers achieve their business goals and outcomes by: - Partnering with Implementation and Delivery teams to align on objectives, success criteria, and expectations during onboarding, ensuring a smooth transition to steady-state. - Leading the ongoing customer partnership post-launch, guiding priorities, monitoring account health, and escalating risks or strategic issues as appropriate. - Advocating for customer priorities internally, ensuring the right teams are engaged and informed, and providing visibility into key requests, risks, and dependencies. - Driving adoption of Claritas Rx solutions, providing guidance on new features, and identifying opportunities to leverage data and insights for business impact. - Leading customer-facing meetings (e.g., status updates, partnership reviews, and business reviews), setting agendas, aligning stakeholders, and ensuring clear follow-up on action items. - Partnering with Product to provide customer-driven input on roadmap planning, feature prioritization, and scalable solutions across accounts. - Acting as a subject matter expert on commercial data to support strategic recommendations and decision-making. • The CSM will be required to travel to customer sites, industry events, or company offices (up to 25% quarterly) depending on business priorities.

• Lead, mentor, and coach a team of CSMs • Establish clear performance expectations, KPIs, and development plans • Conduct regular 1:1s, performance reviews, and career progression planning • Foster a culture of accountability, collaboration, and client-centric thinking • Support onboarding and training of new CSM team members • Oversee client portfolios to ensure high-quality service delivery and client satisfaction • Act as an escalation point for complex or at-risk client relationships • Partner with CSMs on strategic accounts to drive retention and growth opportunities • Monitor client health metrics and proactively address risks • Ensure consistent execution of client engagement strategies and service models • Establish standard processes, workflows, and best practices across the CSM team • Partner with leadership to implement process improvements and efficiencies (e.g., CRM usage, reporting, playbooks) • Drive adoption of tools and systems that support scalability • Analyze trends and provide insights to leadership • Deliver regular reporting on team performance and client health • Partner with Sales, Operations, Service teams, and Leadership to ensure seamless client experience • Provide feedback loops on client needs, product/service gaps, and process improvements • Support strategic initiatives such as service model enhancements, onboarding improvements, and scaling efforts

• Act as the primary point of contact for learners from onboarding through course completion • Conduct 1:1 and group learner support sessions across multiple time zones • Guide learners in structuring study plans and managing progress toward completion • Identify and address learning or engagement challenges early, offering practical solutions • Maintain clear and responsive communication via email, chat, and video calls • Collaborate with facilitators, mentors, and career coaches to ensure learner goals are met • Monitor learner performance and engagement using tracking tools and reports • Collect and analyse learner feedback to recommend process improvements • Provide alumni support and foster a sense of community among past participants