Role Description The Customer Success Manager (CSM) is responsible for managing assigned Customers and supporting all aspects of Customer management activities. This role is accountable for Customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The CSM will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their customers. - Must be well-versed in the details of all levels and functions within the full scope of Revenue Cycle of US Healthcare. - Maintain accurate and up-to-date customer records and documentation. - Ensure all interactions are documented in the customer relationship management (CRM) system. - Manage all renewals, maintain accurate listings of contract expiration dates, and handle notification requirements. - Identify growth opportunities within assigned client base. - Secure and increase references, fostering a high response rate and positive KLAS and Net Promoter survey scores. - Ensure client satisfaction, including owning communication of value realization and managing customer expectations through proactive outreach. - Serve as an internal escalation point for issues regarding a customer’s contract, invoices, and account receivable. - Adoption and utilization of resources provided to proactively monitor and manage customer outcomes and success, including Gainsight and Salesforce. - Identify risk to existing customers and internally document risk mitigation plans for assigned accounts. - Accept responsibility/accountability for responding to all assigned customer issues and tasks. - Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback. - Identify opportunities for operational and process improvements related to the utilization and integration. - Conduct business reviews with quarterly or annual frequency depending on client and monthly pulse checks. - Open to work in a 24X7 environment. - Manage escalations from assigned customers. Qualifications - Bachelor’s degree. - 5+ years of relevant work experience in Account Management or Customer Success. - Experience using Gainsight. - Experience in the healthcare industry. - Previous sales experience and leadership. - LMS Tools. Requirements - Demonstrate integrity and ethics in day-to-day tasks and decision making. - Adhere to FinThrive’s core values of courage, authenticity, respect, excellence, and service. - Support FinThrive’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FDCPA, FCRA, and other laws applicable to FinThrive’s business practices. - Become familiar with FinThrive’s Code of Ethics. - Attend training as required. - Notify management or FinThrive’s Helpline when there is a compliance concern or incident. - HIPAA-compliant handling of patient information. - Demonstrable awareness of confidentiality obligations. Benefits - Find balance with our remote-friendly organization. - Take time to recharge and pursue your passions. - Be part of a positive and supportive work environment. - Grow and excel in your career with training and education. - Professional development opportunities. - Term life, Accidental & Medical Insurance. - Meal and Transport arrangements.

• Increase renewal rates and reduce churn. • Expand revenue through cross-sell and up-sell opportunities. • Enhance product adoption, customer satisfaction, and health scores. • Foster customer advocacy and generate references for new business growth. • Use data and analytics to enhance customer success metrics, identify trends, and drive decisions; maintain customer health scores, churn prediction models and key performance indicators. • Map and enhance the customer journey, identifying key touchpoints and interventions. • Develop and refine segmentation strategies to tailor customer success packages. • Continuously improve processes based on industry best practices. • Oversee onboarding, training, and professional services for seamless customer integration. • Lead customer support and success management teams. • Drive initiatives for renewals, cross-sell, up-sell, and customer advocacy. • Establish and track operational metrics to measure effectiveness. • Recruit, mentor, and retain top talent. • Create a rapid onboarding process and foster a culture of continuous learning ensuring ongoing training and development for the Customer Success team. • Encourage collaboration within the team and across the customer lifecycle. • Implement enablement programs around DevOps, DevSecOps, Cloud Development and Application Security. • Stay current with industry trends and integrate relevant advancements into team training.

• Build and maintain strong relationships with enterprise customers as their primary post-sale contact, ensuring successful onboarding, adoption, and ongoing value realization • Drive product utilization by aligning capabilities with customer goals, delivering training and enablement, and conducting strategic reviews that demonstrate ROI • Own renewals by proactively monitoring customer health metrics, mitigating risks, and maintaining high satisfaction and retention rates • Act as customer advocate internally, collaborating with Product, Support, and Sales teams to resolve issues and influence roadmaps • Identify upsell and cross-sell opportunities, multi-thread relationships across customer organizations, and partner with Account Managers to expand accounts

Role Description The Senior Customer Success Manager (CSM) at Canopy is responsible for managing a portfolio of high-priority, complex accounts—typically large, multi-site, multi-phase healthcare deployments. This individual will work closely with the Director of Customer Success and SVP of Customer Experience to ensure customer success, drive growth and renewals, and contribute heavily to the strategy, processes, and tools that define and evolve the Customer Success function. The Senior CSM will engage throughout the entire customer lifecycle, from install through renewal, with a focus on executive relationship building, measurable outcomes, and program growth. In addition to managing strategic accounts, the Senior CSM will bring best practices and feedback that help scale Canopy’s success model. Key Responsibilities - Lead and manage a portfolio of strategic enterprise healthcare accounts, ensuring customer satisfaction and success across the lifecycle. - Develop and execute tailored success plans, fostering strong relationships with stakeholders at all levels of the account. - Participate in strategic planning, deployment phases, and go-live milestones to ensure high engagement and smooth onboarding. - Proactively address customer concerns, troubleshoot issues, and coordinate with cross-functional teams to resolve challenges. - Drive retention and expansion strategies in collaboration with Sales and Customer Experience leadership. - Help shape the direction and evolution of Canopy’s Customer Success function by contributing to strategic planning and process development. - Identify scalable practices for onboarding, adoption, retention, and expansion. - Recommend improvements to systems, tools, and workflows that enhance team performance and customer impact. - Partner with Sales, Marketing, Product, Technical Account Services, and Hardware Operations teams to drive customer outcomes and strategic initiatives. - Act as the voice of the customer within Canopy, surfacing feedback to inform product and process development. Qualifications - 8+ years of experience in Customer Success, with a proven track record in managing complex enterprise accounts. - Strong understanding of customer lifecycle management, renewals, and expansion strategies. - Experience managing multi-phase projects across healthcare or SaaS environments. - Excellent communication and stakeholder engagement skills. - Strong problem-solving and proactive execution abilities. - Ability to think strategically and contribute to functional growth. - Experience with CRM tools (Salesforce, HubSpot, etc.). - Growth mindset and adaptability to startup environments. Preferred Qualifications - Experience in healthcare technology, safety/security, or RTLS systems. - Familiarity with change management principles for driving adoption. Benefits - Collaborative, mission-driven work environment. - Opportunities for growth, creativity, and purpose.