• Owns the customer relationship of a global or large-scale strategic account and actively manages the stakeholder relationship at all levels (i.e., executive, management, technical leaders), including strategic roadmap discussions. • Develops and nurtures relationships and adjusts value and adoption messaging according to the levels and interests of customer stakeholders. • Coaches peers on strategic approaches, provides mentorship for Enterprise CSMs to help them grow their knowledge, and offers a premium customer experience. • Identifies and creates solutions to address Customer Success needs, improve effectiveness and efficiency, and deliver to or exceed key customer metrics. • Develops and maintains strategic Success Plans that align with value milestones and customer-defined business outcomes. • Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of Quest technologies. • Monitors customer analytics and KPIs to reinforce the value of the customer solution, identify areas to improve customer experience, and optimize the solution. • Facilitates Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and growth opportunities. • Delivers an outstanding customer experience to support our brand promise of delivering superior outcomes and to support and identify cross-sell and upsell of services and products. • Actively monitors customer engagement signals and sentiment; logs risks and opportunities in CRM and triggers internal playbooks where applicable. • Supports collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment. • Acts as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Quest are engaged for quick resolution. • Works within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.

• Manage multiple company inboxes and ensure timely responses to client and internal communications. • Coordinate calendars, meetings, appointments, and scheduling activities. • Maintain project workflows and task management systems using Infinity or similar project management platforms. • Monitor business processes and identify opportunities for improved efficiency. • Act as the central point of coordination across the business, ensuring tasks and projects remain on track. • Escalate priority matters to the founders when required. • Support new client onboarding and setup processes. • Assist customers with platform navigation and basic technical troubleshooting. • Respond to customer enquiries professionally and efficiently. • Ensure a positive customer experience throughout the client lifecycle. • Coordinate follow-up communications and onboarding activities through Go High Level. • Support outbound lead generation through email outreach and social media messaging. • Create and schedule engaging social media content to support brand awareness and credibility. • Assist with marketing campaigns using Go High Level. • Monitor campaign performance and maintain accurate records of outreach activities. • Help maintain consistency across marketing channels. • Track project progress and ensure deadlines are met. • Maintain transparency across ongoing initiatives and client activities. • Support implementation of new systems and processes as the business grows. • Assist with documentation, process creation, and operational improvements.

• Data Analysis: Interpret and analyze collected data using statistical tools and analytical techniques to identify patterns, trends, and relevant insights. Draw meaningful conclusions and recommend strategic actions based on findings. • Reporting and Presentations: Prepare comprehensive and concise reports presenting research results. Create effective presentations to communicate findings to stakeholders. • Platform Management: Organize and maintain the platform with client-relevant information, identify needs for adjustments, and ensure data integrity and confidentiality. • Client Relationship: Establish and maintain a positive, trust-based relationship with clients, acting as their primary point of contact for questions, issues, or requests. • Support and Troubleshooting: Provide technical support and assist clients in resolving issues, ensuring their concerns are handled promptly and efficiently. • Identifying Client Needs: Proactively seek to understand clients’ needs and objectives, identifying ways to add value and better meet their expectations. • Feedback Collection: Solicit client feedback on the product/service, support, and overall experience, and relay this information to relevant departments to contribute to continuous improvement. • Deeply understand all solutions offered by the company. • Act proactively with clients to build strategic uses of the solutions. • Develop plans and initiatives to encourage platform adoption and usage. • Conduct onboarding and activate clients after sale. • Provide training and consulting. • Conduct meetings and presentations. • Deliver practical solutions for clients’ day-to-day needs. • Monitor the customer success journey. • Develop the customer journey. • Understand what success means for each client.

• Ensure largest customers increase safety, efficiency, and sustainability through strategic results • Lead strategic customer engagements and recommend workflow transformations • Orchestrate executive business reviews for complex partnerships • Influence internal roadmaps across departments to drive customer initiatives • Champion and embed Samsara’s cultural principles