• Serve as the primary point of contact for key customers throughout the customer lifecycle, including onboarding, adoption, advocacy, renewal, and expansion • Guide customers to become product experts by training users and teams to confidently use the platform independently • Monitor customer health metrics and lead regular business reviews to celebrate wins, uncover risks, and identify growth opportunities • Proactively identify churn or downgrade risks and build action plans to improve retention and customer outcomes • Build strong executive and user-level relationships, acting as a trusted advisor to stakeholders across the organization • Partner cross-functionally with Product, Sales, Marketing, and Support to improve the customer experience and drive long-term success • Represent the voice of the customer internally by sharing feedback, trends, and recommendations that influence product roadmap and strategy • Support product launches and validate new releases to ensure enhancements are customer-ready • Create scalable customer education resources such as training materials, demo videos, help documentation, and best practices guides • Help improve and scale the Customer Success function by identifying process improvements, new engagement strategies, and operational efficiencies • Establish and measure weekly, monthly, and quarterly goals tied to customer adoption, retention, and satisfaction • Introduce and champion AI tools and workflows, including helping the team adopt tools like Claude and AI coworkers to work smarter and faster

• You are the first point of contact for our participants, ensuring smooth training operations and handling general administrative tasks as well as light IT duties. • You are responsible for the smooth running of administrative processes related to course delivery and act as the interface between the teaching team and participants. • You handle processing of education vouchers, preparation of contract documents, recording absences, and issuing certificates upon successful completion. • You support participants, prospective participants and colleagues with questions or issues via video calls or phone, providing practical assistance. • You maintain close communication with our funding bodies regarding reporting and extensions of measures for participants. • You assist in improving internal processes to continuously enhance the participant experience.

• Act as the primary point of contact for customers, ensuring their satisfaction and success • Guide new customers through the onboarding process, ensuring effective product usage • Identify and execute upsell and cross-sell opportunities that align with customer needs • Track and manage customer renewals to maintain and grow our customer base • Gather and analyze customer feedback to improve our services and identify growth opportunities • Collaborate with sales and product teams to enhance the customer experience • Willing to travel and participate in system installations.

• Lead, coach, and develop a team of Customer Success Managers focused on customer retention, satisfaction, operational execution, and account growth. • Establish performance expectations, coaching plans, and development opportunities for team members. • Foster a customer-first culture focused on accountability, collaboration, responsiveness, and continuous improvement. • Build scalable customer success processes, workflows, and engagement models that support organizational growth. • Drive alignment and collaboration between Customer Success, Sales, Customer Care, Operations, Supply Chain, and other internal departments. • Partner with executive leadership to develop customer success strategies aligned with PCNA’s business objectives. • Support succession planning, talent development, and organizational effectiveness within the Customer Success function.