• 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.

• Own retention, expansion, Net Revenue Retention, NPS, and customer advocacy for the Sailthru Customer Success business. • Manage performance across a defined portfolio of enterprise customers. • Establish and drive disciplined account planning, forecasting, and business review processes. • Identify and mitigate churn risk while proactively uncovering expansion opportunities. • Ensure consistent delivery of customer value through adoption of Sailthru capabilities. • Partner with customers to drive lifecycle marketing maturity, audience engagement, and revenue growth. • Expand platform usage across email, segmentation, personalization, and omnichannel engagement strategies. • Guide customers in translating business goals into scalable marketing programs and measurable outcomes. • Ensure customers realize full value from the Sailthru platform and associated Publisher Cloud capabilities. • Develop trusted relationships with senior leaders at key accounts. • Lead executive business reviews focused on performance, outcomes, and growth opportunities. • Serve as escalation point for strategic customer issues and opportunities. • Build and maintain strong referenceable customer relationships. • Lead a team of Customer Success Managers focused on Sailthru accounts. • Coach and develop team members to improve customer engagement, strategic thinking, and commercial outcomes. • Drive accountability for retention, growth, and adoption outcomes across the team. • Foster a culture of performance, ownership, and customer-centric execution. • Partner closely with Sales, Product, Operations, and Support to ensure customer success. • Act as the voice of the customer. • Influence product priorities through structured customer feedback and insight sharing.