• You'll build and maintain GTM process and automation inside our clients' CRMs, mostly HubSpot. • Working from the direction set in your pod, you turn requirements into a clean, well-built system the sales team can rely on. • You're a builder with an admin's discipline. • You sweat the details others miss, you test before you ship, and you document what you build so the rest of the pod can run it. • When something breaks, you find the root cause and fix it properly. • Architect and build in client HubSpot instances: information architecture (objects, associations, lifecycle stages, pipeline structure), workflows, deal logic, lead scoring, routing, properties, and permissions. • Build and debug automations across the GTM stack: HubSpot workflows, n8n, APIs, and webhooks. • Guard data integrity: deduplication, field validation, association hygiene, and import discipline so reporting and forecasting can be trusted. • Build the reporting leadership relies on: pipeline coverage and velocity, stage-by-stage conversion, and full-funnel dashboards. • Design integrations and data flows between HubSpot and the rest of the stack (Clay, Aircall, telephony, billing, enrichment pipelines). • Keep multiple client instances healthy at once, with fast turnaround and nothing falling through the cracks. • Work client-facing: you can talk through a data question with a technical lead and walk a frustrated AE through a new flow in the same afternoon. • Codify what works into our library of reusable plays and patterns, so every client build sharpens the whole team.

• Translate customer goals into clear success plans • Advise on skills-based workforce transformation • Master our solutions and be an expert • Speak credibly about AI-enabled capabilities • Use data to prioritize risk, • Guide customers through taxonomy decisions • Interpret dashboards and metrics • Co-ordinate across Product,Sales and Support • Understand commercial levers and account economics

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.